2. Analyzing Negative-News Strategies
You may
use one of two basic strategies when delivering negative news: direct or
indirect organization. Your choice of which strategy to use will be determined
by the particular situation and the receiver of the message. Understanding
which strategy is appropriate in which situation will help improve the
reception of your message.
In which
situation would it be more effective to use the indirect strategy? Check
all that apply.
When
the bad news is not damaging
When
the receiver may overlook the bad news
When the bad news is unexpected
Points:
1 / 1
Close Explanation
Explanation:
Use an
indirect strategy when the bad news is personally upsetting, when the bad news
will provoke a hostile reaction, when the bad news threatens the customer
relationship, and when the bad news is unexpected. Use a direct strategy to
organize your bad-news messages when the bad news is not damaging, when the
receiver may overlook the bad news, when the organization or receiver prefers
directness, and when it is necessary to be firm.
Consider
the following outline of a business letter, and then answer the question.
|
I.
|
Express appreciation for
customer’s loyalty to our product
|
||||
|
II.
|
Explain circumstances when expired
warranties are honored
|
||||
|
III.
|
Deny request to replace product
with expired warranty
|
||||
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IV.
|
Offer rebate on new model of
product
|
||||
|
V.
|
Pleasant close
|
Which
approach does this outline illustrate?
Direct
Indirect
Points:
1 / 1
Close Explanation
Explanation:
This is
an example of the indirect strategy. The indirect strategy
provides a buffer and reasons prior to delivering the bad news. The direct
strategy provides the bad news before offering the reasons.
Read the
scenario, and then answer the following question.
You are
the director of marketing. Your department has been doing well, but the company
as a whole has been losing revenue steadily each quarter. In an effort to stay
in business, the company is reducing the salaries of all employees by 15
percent. You need to inform your employees. Your employees are expecting that
there will be a pay reduction and unanimously voted to reduce salaries rather
than fire employees to balance the budget.
Which
outline would be most appropriate in this situation?
|
I.
|
State the facts of the company’s
financial situation
|
||||
|
II.
|
Provide alternatives the company
considered
|
||||
|
III.
|
Inform the employees they will
receive a 15 percent pay cut
|
|
I.
|
State the facts of the company’s
financial situation
|
||||
|
II.
|
Explain
|
||||
|
III.
|
Inform the employees they will
receive a 15 percent pay cut
|
||||
|
IV.
|
Close with a forward-looking
statement
|
|
I.
|
Thank employees for being willing to make a sacrifice for the good of
the company
|
||||
|
II.
|
Inform the employees they will receive a 15 percent pay cut
|
||||
|
III.
|
Restate the facts of the company’s financial situation
|
||||
|
IV.
|
Explain
|
||||
|
V.
|
Close with a forward-looking statement
|
Points:
1 / 1
Close Explanation
Explanation:
In this
case, the best outline is the one with a direct strategy because the bad news
is expected by the employees, who prefer a pay cut to unemployment. The other
options use an indirect strategy, which is unnecessary because the employees
expect the news.
|
I.
|
Thank employees for being willing
to make a sacrifice for the good of the company
|
||||
|
II.
|
Inform the employees they will
receive a 15 percent pay cut
|
||||
|
III.
|
Restate the facts of the company’s
financial situation
|
||||
|
IV.
|
Explain
|
||||
|
V.
|
Close with a forward-looking
statement
|
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