Deck 9: Revising Written Messages

Question 1

What are your most important goals in communicating negative news?

Answer 1

Primary goals in communicating bad news are as follows:
• To help the recipient to be aware of the bad news
• To help the recipient to believe the bad news.
• To sustain the positive image of communicator as well as organization
Secondary goals in communicating bad news are as follows:
• To decrease or lessen the bad feelings
• To communicate the fairness
• To get rid of the future communication
• To evade the legal accountability and responsibility of communicator and organization.

Question 2

Robert Bies, professor of management at Georgetown University, believes that an important ethical guideline in dealing with bad news is never to shock the recipient: "Bad news should never come as a surprise. Failure to warn senior leadership of impending bad news, such as poor sales or a loss of a major client, is a cardinal sin. So is failure to warn subordinates about mistakes in their performance and provide an opportunity for them to make corrections and improve." Discuss the motivation of people who keep quiet and struggle with dispensing bad news. (Objs. 1-3)

Answer 2

Most workers who keep quiet and struggle with dispensing bad news probably have several motivations. First off they most likely fear reprisals from coworkers and superiors. Secondly, they most likely struggle with effectively communicating the news. Perhaps they are unaware of the indirect approach or are uncomfortable with empathizing or showing emotions. Finally, some introverts just have a hard time interfacing with people in general. For these reasons many people avoid being the bearer of bad news and managers often operate unaware of problems.

Question 3

When delivering bad news, how can a communicator reduce the bad feelings of the receiver?

Answer 3

When delivering bad news, a writer can diminish the negative feelings of the receiver by conveying empathy and sensitivity. Use appropriate language that respects their viewpoint while also accepting blame without accepting legal liability, can go a long way to helping cushion the blow the negative news will have on the receiver.

Question 4

Respected industry analyst Gartner Research issued a report naming social networking as one of the top ten disruptive (i.e., innovative) influences shaping information technology in the next five years.38 Should organizations fear websites where consumers post negative messages about products and services? What actions can companies take in response to this disruptive influence? (Objs. 1-4)

Question 5

When is the direct strategy more effective than the indirect strategy in conveying negative news?

Question 6

Consider times when you have been aware that others were using the indirect strategy in writing or speaking to you. How did you react?

Question 7

When is the indirect strategy in communicating bad news preferable?

Question 8

Living in Pittsburgh, Lauren Bossers worked virtually by e-mail and phone for a supply chain management software company in Dallas. She was laid off by phone, too. Bossers' manager had given her one day's notice; however, the news was still "shocking," and she responded with just yes or no to the HR officer who called: "I wasn't rude, but I didn't think it was my job to make them feel better," Bossers said. Software developer Jeff Langr was fired during a teleconference on Skype. What might be some advantages and disadvantages to being let go remotely, if any? Why might it be a good idea to rein in one's frustration and anger? (Objs. 1, 5)

Question 9

What are the major differences between the direct and indirect strategies in delivering bad news?

Question 10

Ethical Issue: You work for a large corporation with headquarters in a small town. Recently, you received shoddy repair work and a huge bill from a local garage. Your car's transmission has the same problems that it did before you took it in for repair. You know that a complaint letter written on your corporation's stationery would be much more authoritative than one written on plain stationery. Should you use corporation stationery?

Question 11

What is a buffer? Name five or more techniques to buffer the opening of a bad-news message.

Question 12

What are some tips for business writers wishing to apologize effectively?

Question 13

What does conveying empathy mean in delivering apologies?

Question 14

Name four or more techniques that cushion the delivery of bad news.

Question 15

What are some strategies to manage adverse news on social networking sites and blogs effectively?

Question 16

Identify a process used by a majority of business professionals in resolving problems with disappointed customers. (Obj.4)

Question 17

If you must deny the claim of a customer who is clearly at fault, should you respond by putting the blame squarely on the customer?

Question 18

What is an effective technique in announcing rate increases and price hikes?

Question 19

How can a subordinate tactfully, professionally, and safely deliver upsetting news personally to a superior?

Question 20

What are some channels that large organizations may use when delivering bad news to employees?