...Delivering bad news is a part of life. But for all organizations the way that news is delivered is critical to employee engagement and to the success of the organization. Because delivering bad news is a reality that all organizations must face, it is crucial that the way that news is delivered in a way that does not catch employees completely off guard and cause extremely negative reactions. In the article, “The Delivery of Bad News in Organizations,” author Robert J. Bies presents a framework for the delivery of bad news in organizations. The delivery of bad news is a part of organizational operations. Bad news in organizations is a daily occurrence. It can be through a negative performance review, customer service disasters, denial of proposals, and employee layoffs or employee terminations. When leaders are asked to name their most difficult task, invariably the delivery of bad news is at the top of the list (Bies, 2010). Even though leaders accept the delivery of is a part of organizations life they are often reluctant to do so. The delivery of bad news is often an emotional event for managers because they may become the target of anger, retaliation and even though they may not be directly responsible, they are often the focus of blame. Being blamed for the news can be detrimental to the person tasked with delivering the bad news, as it may seriously erode their organizational legitimacy. Bad News Defined The working definition of bad news for this purpose is information...
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...centers. There should be no interruption in the line of communication while the organization is functioning. Every communication should be validated. Open Communication, inclusive communication, two-way communication, results-driven communication, and multi-channeled are the basic effective communication strategies used by corporate world to meet their change objectives. When it comes to communicating “Bad News” such as office cutbacks or workforce reduction, it is crucial not to catch the employees completely off guard and cause extreme negative reactions. According to Robert J. Bies in the article “The Delivery of Bad News in Organizations”, delivering the “Bad News” is the most discomforting routines that a managers faces. Since the news has to delivered, I would use the three phase delivery (Preparation, Delivery and Transition), which is intended to minimize anger, blame and sense unfairness. Preparation: When employees are able to psychologically prepare for bad news they tend to handle it better. Preparation involves all activities prior to the delivery of bad news. There are seven different activities in the preparation phase; giving advance warning, creating a “paper trail,” calibrating expectations, using disclaimers, providing the opportunity for voice, coalition building, and rehearsal. I will concentrate on advance warning and...
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...Performance Management Plan for Clapton Commercial Construction Rachel Bronson HRM/531 October 26, 2015 Dr. Patrick Oldenburgh Jr. Marylee Luther, the HR Director at Clapton Commercial Construction has requested recommendations for a performance management plan. Clapton Commercial Construction is a medium sized organization based in Detroit, Michigan. They have an annual net revenue of $10,000,000 and are now looking to expand their business to the State of Arizona. Alignment of the Performance Management With Clapton Commercial Construction moving to Arizona and adding more staff it is very important that staff is trained properly. With majority of the training coming from the Detroit office there is a good chance that if the new staff is not trained properly the business will not be successful in Arizona. “One of the biggest challenges for any company lies in achieving organizational alignment: that desired state in which the entire enterprise is working together to achieve business goals. But just like the tires on a car, if just one piece isn’t aligned with the others, there will be no forward movement. And unlike a car, creating full alignment in an organization can’t be achieved just by tinkering around with a few key components. Instead, achieving alignment involves a top-to-bottom transformation, in which leadership communicates goals and expectations and everyone has an understanding of what is expected and what they must do to advance the organization. (Messier...
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...WEEK FOUR HRM/531 September 30, 2013 Week Four While implementing a Performance Management Framework (PMF) for Landslide Limousine Service, who intends on expand their business to Austin, Texas, it is important for the company to understand why it is not only important, but necessary to implement this particular framework as a part of the company’s organizational business strategy. When establishing a new business, we highly recommend you start building this business venture by creating a framework for performance management. It’s vital that the framework include relatable employee job skills, the methods used for measuring these skills, the process for addressing skills gaps, and the approach for delivering effective performance feedback. Alignment of Performance Management Framework In Oder for any business to become successful it is important for companies to implement a performance management framework. A performance management framework (PMF) allows the companies to ensure goals are met and internal decisions are made based off of employees work performance. Performance management aligns with the business strategy because the business strategy displays the vision and goals set by the company and the performance management framework is another tool. This tools is use to measure and ensue these goals are understood and employees are given the best chance to succeed and help the business achieve their goals. Organizational performance...
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...How does it help you manage your daily work activities? b. What trends have you seen in your workplace or previous workplaces? c. What message types are results of these trends? These assignments are due in Week One. COM 285 Week 2 Individual Assignment Audience Analysis paper Audience Analysis Communication should always be designed with the audience in mind. You are called upon to present quarterly sales information in an in-person meeting to a group of stakeholders that includes managers, salespeople, and customers. In a 1,050- to 1,200-word paper address the following questions. a. What are audience characteristics you need to consider? b. What communication channels would be appropriate and why? c. What are some considerations that you must keep in mind given the diversity of the audience? d. What would you do to ensure that your message is effective? These assignments are due in Week Two. Be sure that your paper follows basic APA formatting in terms of title page, pagination, citations & references to support your views. COM 285 Week 2 Learning Team Assignment Charter Analysis This team charter analysis is composed of ideas from five individual students, each having a different background and personality. These five people use unique learning and listening...
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...SWOT ANALYSIS; Reliance Communications has a reliable, high-capacity, integrated (both wireless and wire line) and convergent (voice, data and video) digital network. It is capable of delivering a range of services spanning the entire infocomm (information and communication) value chain, including infrastructure and services — for enterprises as well as individuals, applications, and consulting. Today, Reliance Communications is revolutionizing the way India communicates and networks, truly bringing about a new way of life. SWOT ANALYSIS; Strength: There is much strength that Reliance Infocomm can count on and boast off. - The state-of-art technology Reliance Infocomm is offering-CDMA technology. - The strong subscriber base over 10million subscriber's in their kitty. - Mobile with in the reach of common man. Affordable schemes. - Comprehensive Network-The strong back bone high capacity network(terabit capacity) supported by fiber optic cables laid all over the country(60,000km) - Offering Value Added services to it's customer's almost free of cost. Strength: Created strong brand equity with Reliance Mobile CDMA services. All India operators Opportunities: The revenue loss is mainly due to three reasons--bad debt on account of collection problems, fraud, and revenue leakage. Prepaid automatically addresses all the three problems. Two it can help in funding for network expansion. - In India, even though prepaid is not known to yield high average revenue...
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...EMC2 Delivering Customer Centricity An Analysis Analysis: EMC2: Delivering Customer Centricity This paper is an analysis of the article EMC2: Delivering Customer Centricity; by Thomas Steenburgh and Jill Avery (2011), Harvard Business School. EMC Corporation has had a long and storied relationship with its approach to customer service. For most of the last thirty years, the customer has been front and center in the company’s strategy to achieve the leadership position in the data storage market, but it did not begin that way. In 1987, prior to the full customer centric commitment, as EMC was expanding into disk drives and memory cards, sales personnel knowingly shipped defective products in order to meet sales quotas; hardly a customer centric action. (Steenburgh & Avery 2011). In 1992, with the naming of Mike Ruettger as CEO, the company made a full – fledged commitment to customer service as a competitive advantage. The customer’s voice was to become top priority and inform EMC processes and corporate culture. Ruettger launched an initiative called TCE, Total Customer Experience, with the objective to exceed customer expectations. In transforming the EMC culture, it was critical that Ruettger’s team redesign performance metrics, incentives, accountability, and oversight procedures. They established a “Voice of the Customer” team to analyze loyalty surveys, communicate learning, and make recommendations to improve processes that touch the customer. Customer...
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...AREA, ISLAMABAD 44000 Dear Mr. Rahim I am writing to you a report about the bad customer service experience I had at your esteemed restaurant during my recent visit. The report is entitled “Conclusion and Reflection of Negative Service Encounter” The report provides a brief explanation of the service delivery system of BBQ Tonight and the negative service encounter. The content of the report specifically concentrates on the analysis of customer’s expectations and perceptions regarding service offerings of BBQ Tonight. At the end we have suggested recommendations on how BBQ Tonight can improve their customer services to avoid the further occurrence of such incidents. After carefully investigation, we have come to know that the lack of quality maintenance by kitchen staff resulted in serving un-hygienic dish from which an insect was found and put a question on performance of the quality control management team. In reading this report, you will gain valuable insight regarding measuring customer’s expectations and perceptions using various service models like Expectancy disconfirmation model, SERQUAL Model to identify the possible service gaps which led to a bad customer experience. I hope that the recommendations in this report will provide you with a beneficial strategy by which BBQ Tonight will get a competitive advantage and will leap far ahead in the restaurant industry. I hope that my bad experience will turn out to be a learning opportunity for the management team of...
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...Performance Management HRM/531 July 30, 2014 Michael Hedrick TO: Traci Goldman, Manager, Atwood and Allen Consulting DATE: July 30, 2014 SUBJECT: Performance Management Hello Traci, I will be putting together some recommendations based on your current business strategy to increase performance. I will be looking at the different topics to come up with a performance management plan that the company will use to identify areas for improvement and areas of expertise. I know Landslide Limousine will be at a -$50.000 in expected revenue for the first year and is planning on 25 new employees. It is imperative to come up with a strategy to maximize performance and minimize turnover rate to ten percent or less. In order to do this, I will need to look at the topics listed to define the companies overall performance management plan: 1. Alignment of the performance management framework to the organizational business strategy. Performance appraisals play an important role in the overall objective of performance management. Performance appraisals serve as a tool to help employees improve their overall standards by helping them realize their full potential and also provides information to employees and managers for decision making. Appraisals provide reasons employees change positions rather if they need more training or promotion or need to be let go. They provide feedback to employees, provide developmental needs and help spot organizational problems. Using the management...
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...Performance Management Julieann Sandell HRM/531 July 30, 2014 Michael Hedrick TO: Traci Goldman, Manager, Atwood and Allen Consulting FROM: Julieann Sandell DATE: July 30, 2014 SUBJECT: Performance Management Hello Traci, I will be putting together some recommendations based on your current business strategy to increase performance. I will be looking at the different topics to come up with a performance management plan that the company will use to identify areas for improvement and areas of expertise. I know Landslide Limousine will be at a -$50.000 in expected revenue for the first year and is planning on 25 new employees. It is imperative to come up with a strategy to maximize performance and minimize turnover rate to ten percent or less. In order to do this, I will need to look at the topics listed to define the companies overall performance management plan: 1. Alignment of the performance management framework to the organizational business strategy. Performance appraisals play an important role in the overall objective of performance management. Performance appraisals serve as a tool to help employees improve their overall standards by helping them realize their full potential and also provides information to employees and managers for decision making. Appraisals provide reasons employees change positions rather if they need more training or promotion or need to be let go. They provide feedback to employees, provide developmental needs and help spot organizational problems...
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...Performance Management Plan Jenna Manalo HRM/531 - Human Capital Management October 6, 2014 Dr. Dennis Cashman Performance Management Plan TO: Traci Golman, Manager, Atwood and Allen Consulting FROM: Jenna Manalo DATE: October 6, 2014 ------------------------------------------------- SUBJECT: Performance Management Plan for Landslide Limousine’s Greetings Traci, Thank you for this opportunity again to work with you and Mr. Bradley Stonefield on recommendations for his new company, Landslide Limousine’s, that he is opening in Austin, TX. Here is what I know so far about Landslide: 1. -$50,000 in revenue for the first year 2. Planning on 25 employees (administrative and drivers) I will be putting together some recommendations based on the current business strategy for a performance management plan that will be used to identify areas of improvement and areas of expertise. I have put these strategies together with the following in mind: 1. Maximize performance 2. Minimize turnover to 10% or less In order for me to do this, I will need to look at the topics listed to define the companies overall performance management plan. Alignment of the Performance Management Framework to the Organizational Business Strategy Performance appraisals are an important part in the overall objective of performance management. Performance appraisals serve as a tool to help employees improve their overall standards by helping them realize their full...
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...objective by anticipating customer or client needs and directing a flow of need satisfying goods and services from producer to customer or client" Perrault, Cannon, and McCarthy (2009) According to However, Kotler and Keller (2009) pg. 5 marketing includes all of the activities a business accomplishes to identify customers, products and services that will fill a void, targeting potential customers with advertising, delivering the products or services, and following through with quality customer service. Marketing has invited products and services into our homes and lives through the aid of mass media such as Newspaper, Internet, and TV ads. The internet and all of its possibilities has opened opportunities for countless entrepreneurs and their products and services. For example, Mark Zuckerberg, a Harvard University student and his creation of Facebook. It started out as Facemash with objective to bring the student experience especially dating to the internet. Initially the website was called thefacebook and the creator, Zuckerberg, began writing the code for a new website, 2003/2004. At first thefacebook’s membership was restricted to students of Harvard University. In March 2004, Facebook expanded to Stanford, Columbia, and Yale. This expansion continued and today Facebook has more than 900 million users with a growth of roughly 2%, April 2012. (Bellis) The key purpose of...
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...Demographics: The target market is everyone in the world who needs to ship an item. Christmas time is a particularly busy time for shipping items across the world, whereas people need a company like UPS to do the delivering for them. Economic: Gasoline prices, along with rising energy prices are the major concern. Jet fuel prices are at $2.80/gallon! However, many people would rather have items shipped rather than spend money on gas to go and buy the item. Legal: International express services can be delayed by government policies and restrictions that can include anticompetitive practices of government-owned or authorized monopolies, licensing requirements, customs procedures, restrictions on access to aviation markets, restrictions on access to ground transportation systems, and restrictions on foreign investment. Socio-Culture: The economy is really bad right now, so many people don’t have extra money to make a lot of online purchases and businesses are not selling as much, therefore not needing to ship as much. Global: Worldwide packaging shipping volume is increasing as a result of global exchange, e-commerce, and changes in supply-chain management. Technological: The internet has expanded the reach of direct marketing. Industry Analysis: Dominate Characteristics: With globalization, shipping is now a major priority for businesses and many individuals, especially those that use the internet to do a lot of shopping. Driving Forces: Globalization...
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...Whole Foods Analysis Introduction Whole Foods Markets is a grocery store chain that specializes in natural and organic foods. The company prides itself on delivering the highest quality of natural and organic foods to their customers. With the help of some smart acquisitions, Whole Foods has grown to become the largest natural and organic food chain in the United States. The company credits their success to staying true to their mission statement and their original formula. Synopsis of the situation Whole Foods has been around for over 30 years. During this time, the landscape of the market has changes immensely. The company’s founder John Mackey has some big decisions ahead of him. With the changing economy and a more competitive industry landscape, Mackey is uncertain about how to meet the company’s aggressive growth targets. The company has an objective to reach $12 billion in revenue with 300 plus stores by 2010 without sacrificing quality and their current reputation (Harasta, Hoffman, 2007). Key Issues The key issue that Whole Foods has to face is a surge of competition in the market. At inception, Whole Foods was one of only a few grocery stores catering solely to natural and organic food customers. The market has grown in that time. Conventional grocery stores and wholesale chains like Costco and Sam’s Club, seizing the opportunity in this rapidly growing market, have also become competition since they have now incorporated organic food sections within their current...
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...you will want to a. focus your message first on resale or on the promotion of other business products. b. apply an indirect pattern to demonstrate respect for the recipient. c. start with an explanation of the reasons the request is granted. d. apply the same direct pattern used in making requests. 4 points QUESTION 2 1. Blogs have several internal communication purposes including a. providing information about benefits or featuring profiles on key employees. b. posting employee changes such as layoffs, promotions, and firings. c. announcing employee illnesses, adoptions, and vacations. d. posting administrative salaries, raises, and incentive packages. 4 points QUESTION 3 1. Personally delivering bad news is sometimes recommended, but written messages are important to establish a record of the incident, to formally confirm follow-up procedures, and a. to persuade the receiver to follow your recommendations. b. to denote your leadership rank. c. to promote good relations. d. to allow you to identify your organization and position. 4 points QUESTION 4 1. An e-mail message or memo usually ends with action information, needed dates, a summary of the message, or a a. reference line that includes the typist's initials. b. copyright notice or confidentiality statement. c. witty quotation. d. closing thought. 4 points QUESTION 5 1. Porter's company has decided to let employees use instant messaging...
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