5. Delivering constructive criticism Delivering constructive criticism is not always easy or pleasant; however, it is often your professional responsibility to do so. Your efforts may benefit all parties involved-customers, employees, and businesses alike. Understanding how to give constructive criticism will help you avoid the associated risks. Before delivering constructive criticism, you should consider the associated risks. One of the risks of providing constructive criticism is being stereotyped as a complainer The potential benefits of delivering constructive criticism may outweigh the risks. Which of these are potential benefits of delivering constructive criticism? Check all that apply. Management learns of a change that needs to be made. Change may not be necessary to improve. The communicator gets a feeling of having exercised a responsibility. In the decision to deliver constructive criticism, intent is important. Read the scenario about delivering constructive criticism, and then answer the corresponding question about the sender's intent. You have been a long-time member of the local credit union. Last week, when you stopped by to make a deposit, the customer service representative was rude and condescending. You chose not to mention it to the branch manager. This afternoon, you experienced the same rude treatment from the same representative. You are a personal friend of the branch manager and know that she would be upset if she knew clients were being treated disrespectfully. You decide to send a note providing some constructive criticism. Consider your intent in this situation. Should you send the constructive criticism? No. The representative would get in trouble and might even be fired. Yes. The branch manager deserves the opportunity to improve customer service at her location. Read the constructive criticism message, and then answer the corresponding question. To the Mobile Minute Manager, Your customer service representative named Jenny Livingstone is incredibly rude and obnoxious. Yesterday evening, when I called to confirm the number of minutes left on my monthly plan, she told me to check the website. When I told her that my Internet was down, she told me to go to the library, because I was tying up the line, and her main job was to help people pay their bills. I don't think she has a high school education, and that reflects really poorly on your company and on her. Although she eventually told me the number of minutes remaining on the plan, she was really rude about it. Without a doubt, you should fire her. I hope you recorded the conversation for quality assurance purposes. Please take the appropriate steps to rectify this problem! Sincerely, Maureen Murphy What advice would you give Ms. Murphy to ensure that her constructive criticism is well received? Check all that apply. Include only facts, not opinions. Use an inductive outline and place the claim after the explanation. Introduce the subject of the message without being judgmental. 6. Communicating negative organizational news Customers, business partners, and employees all expect honest communication about difficult situations. Delivering negative organizational news is a skill managers must develop in order to succeed. Employees and the public expect honest answers from management. Complete transparency in every situation Strong organizations build trust and community among their employees. is one of the most Strong internal communication important keys to building a sense of community within an organization. A well-executed media plan Managers must break bad news from time to time. What do effective managers realize when communicating in difficult situations? Refraining from sharing bad news can help control the situation. Maintaining employee morale and public goodwill is critical to success. O Recalcitrant employees should be released from duties. Read the scenario about breaking bad news, and then answer the corresponding question. Judith owns three home decorating retailers in Enid, Oklahoma. She just received a call from her finance director informing her that the bank believes the company may have experienced a data security breach. Many of Judith's employee and customer accounts are indicating unusual activity. The chief information officer (CIO) has confirmed the possibility that data was stolen during a recent virus or malware attack. Judith needs to take action and communicate this news to her employees and customers. What advice would you give Judith in this situation? Check all that apply. Avoid difficult questions from the media. Respond to the feelings of the message recipients. Give a complete explanation of the problem. Show empathy. Read the scenario and crisis plan outline, and then answer the corresponding question. Jason heads the crisis communication team for his company. He is meeting with the executive managers to review the outline that follows: 1. Emergency procedures 2. Media action plan 3. Communication plan 4. Employee contact info 5. Media contact info 6. Company fact sheet After the executive managers review the outline, the chief financial officer (CFO) remarks that the plan doesn't include a report anticipating potential areas of vulnerability. Why is it important to anticipate and identify areas of vulnerability in planning for a crisis? Anticipating what could happen will help the company prepare more effectively in the event of a real crisis. Anticipating what could happen will help identify what personnel need to be hired or fired in the upcoming year. Anticipating what could happen is not important; it causes hysteria. A key task during crisis response is to identify the type of crisis in order to better develop communication messages. When the Chief Financial Officer of a corporation was arrested last week for fraud, a corporate crisis ensured. This crisis is considered to be a(n) crisis. preventable accident victim