Step $2$: The e$-$mail message above was actually sent and that after someone in the company posted it on the Internet, the company's stock dropped $22$ percent in three days. The CEO quickly sent out an e$-$mail apology, saying he was exaggerating to drive home his point and only wanted to spark discussion of the issues. Now ask students to assume the role of the CEO as they answer these questions:

Is this situation an opportunity for coaching or for counseling? Explain your answer. $($The CEO apparently saw this situation as an opportunity for coaching $-$ improving performance by focusing on abilities $-$ when it actually called for counseling $-$ helping employees recognize the problem and focus on attitudes.$)$

How might you have used descriptive communication to highlight the issues in this situation? $($Students may suggest various methods, such as making a more concrete connection between the company's challenges and goals and the productivity of the workforce and focusing on the developmen of solutions rather than placing blame.$)$

How might you have used validating communication to encourage understanding, flexibility, and two$-$way exchange of ideas? $($Students may offe different ideas, such as using a respectful tone, asking for alternative solutions, and displaying flexibility.$)$

How might you have encouraged listening and responding in this memo? $($Again$,$ students may suggest different ways, such as offering counseling where appropriate.$)$

In your role as CEO, rewrite the memo to communicate supportively in a way that will achieve the objective of improving productivity.

Other than sending an e$-$mail message, how might you have managed communication in this situation? $($Students will certainly offer a variety of alternatives, including in$-$person communication that would be superior to the use of e$-$mail in this situation.$)$