Question: Key Concept Exercises SQ1 How Should You Analyze and Plan a Bad-News Message? 1. Ask questions that help you develop content Imagine that you manage

Key Concept Exercises SQ1 How Should You Analyze

Key Concept Exercises SQ1 How Should You Analyze and Plan a Bad-News Message? 1. Ask questions that help you develop content Imagine that you manage a video processing lab where customers bring in old home movies and have them transferred to DVDs. Yesterday, a long-time client brought in a video of her daughter's wedding. She plans to pick up the DVD in two weeks after she returns from vacation. Today, one of your employees accidentally damaged the videotape and all your efforts to retrieve the data have failed. Answer these questions: a. What is the bad news? b. What business result do you want to achieve in communicating it? c. How will the audience react to this information? d. How do you want the audience to respond? e. What justification and explanation should you include? f. Is there anything you can say to soften the bad news? For example, is there any good news to include audience benefits)? g. Should you include an apology? Be sure to explain and justify your answers. 2. Select the best medium to achieve your goal (Related to the Technology feature] Assume that you manage a local clothing store. One of your part-time employees who frequently misses work or arrives late emails to ask you to recommend her for a supervisory position. How will you communicate the bad news that you do not feel comfortable recommending her for a promotion? What is the best medium for communication: Would you write an email or choose face-to-face communication? Would you state the bad news directly or indirectly? Explain your reasoning

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