This case study assignment is based on Bad News Messages and after reviewing this case below, please answer the questions at the end.

Please add an introduction and a conclusion in the report.

CHAPTER CASE: BAD NEWS AT MARBLE HOME MAKEOVERS

Juan Hernandez Cindy Cooper Jake Adelman Purestock/Getty Images Mike Powell/Getty Images David Sacks/Getty Images Business Manager at Marble Home Loan Officer at Wilson Citizen Bank Shift Supervisor at Marble Home Makeovers (The business fabricates . Has acted as a small-business Makeovers marble countertops, tiles, vanities, loan specialist for the prior four . Promoted to shift supervisor two and bathtubs. It also installs and years years ago largely due to his remodels home bathrooms and ability to improve employee kitchens.) morale . Oversees fast growth as the company transitions from a small, regional company to a large, nationwide supplierSITUATION 5 (WEDNESDAY AFTERNOON) Juan Delivers Negative Feedback to an Employee Juan conducts quarterly performance reviews for each of his shift supervisors. Today, he is meeting with Jake Adelman, who is one of the most popular employees in the company. Jake is outgoing, friendly, and inspiring to his workers. Juan has become close friends with Jake, and they regularly go out for lunch together. One of Jake's primary responsibilities is to ensure that each outgoing shipment to construction wholesalers is complete and that all items are free of defects. In the past few months, however, several wholesalers have complained that Jake's shipments did not contain the correct items. In two cases, nearly every item in the shipments contained defects. Juan deemed Jake's quarterly performance as poor and knew he needed to confront Jake about these problems. SITUATION 3 (WEDNESDAY AFTERNOON) Juan Needs to Turn Down the Request of a Supervisor One of the supervisors, Jake Adelman, requested that two production workers get to retain all their shifts. Jake is sympathetic to these two workers' personal financial situations. Jake's well-intentioned request is not fair to other employees. Juan needs to tactfully turn down this request. SITUATION 4 (WEDNESDAY AFTERNOON) Juan Needs to Inform an Unhappy Customer That He Is Rejecting Her Claim Juan needs to respond to an email complaint from a customer who complained that a marble countertop the company had installed in her home had a crack. She requested that Marble Home Makeovers replace the countertop or pay her $495 (the original price). The countertop had been manufactured and installed five years previously, well beyond the two-year warranty.SITUATION 1 (TUESDAY AFTERNOON) Cindy Cooper Informs Juan That Marble Horne Makeovers's Credit Line Will Be Reduced Substantially Cindy is in charge of small-business loans. Bank officialsjust decided that the bank was holding excessively risky credit lines with the majority of its small-business clients. Cindy was told to rein in dozens of these credit lines by reducing them by 50 to 75 percent. She called and met with several of these clients over the past week, many of whom stated they did not know how to meet the bank's sudden demands. Next, Cindy needed to contact Juan and inform him that the bank would be cutting the credit line from page 335 $100,000 to between $30,000 and $50,000. She knew this would be difficult news for Juan because Marble Home Makeovers faced some challenging cash constraints. SITUATION 2 (WEDNESDAY MORNING) Juan Needs to Break the News to All Employees That Work Hours Will Be Reduced Juan Hernandez sighed in frustration. He'd slept poorly last night because of anxiety. Today was going to be a long day. He had lots of bad news to pass aroundto employees, suppliers, and customers. Juan had delivered bad news many times before, but it never got easy. Juan gathered most ofthe employees for a 30-minute meeting. He broke the news that the company was temporarily suspending any overtime work and cutting back on shifts. Juan knew some of the workers lived from month to month and that these new changes would hurt them. When the meeting ended, Juan thought the employees still had some questions. Also, not all employees were at work today, so Juan needed to send out an email to clarify the news he had delivered in the meeting. He denitely wanted to get out more complete information right away. WHO'S INVOLVED