BUS communication (HW) Part 11
Brian suggested that he did not want to give a second warning about the excessive Internet use, even suggesting that a second warning could result in terminating Davey's employment. What statement best summarizes Brian's approach at this moment?
He links actions to consequences.
Davey clearly acted defensively when he was told that he is using the Internet too much. He was showing low emotional intelligence by not understanding or not directing his behavior in a constructive manner. To respond more constructively, he should understand the negative emotion and avoid a counterproductive response by reframing the situation. In this case, Davey can mentally reframe the situation to direct his comments and behavior appropriately. Davey's best possible reframing statement should begin in what way?
I should accept responsibility...
Brian has adopted a sandwich approach to delivering negative feedback: good news-bad news-good news. In other words, he opened by asking for Davey's ideas and emphasizing his concern for Davey, then he spent several minutes talking about negative feedback, and he concluded with positive news about helping Davey get promoted and gain new opportunities contingent on his performance. Overall, this approach can be best summarized in what way?
It de-emphasizes consequences.
Most effective bad-news messages contain a variety of components. Indirect bad-news messages contain the following components in this order: greeting, buffer, rationale for the bad news, the bad news, an expression of concern, an explanation of impacts on the bad-news recipients, possible solutions and a focus on the future, an expression of goodwill, and a closing.
Message Part #1- Hello Message Part #2- Many of you are aware Message Part #3- The committee Message Part #4- We will move Message Part #5- I'm aware that this Message Part #6- For most of you Message Part #7- For those of you Message Part #8- Thank you Message Part #9- Sincerely
This activity is important because you will often deliver bad news in the workplace. You should choose spoken versus written delivery by carefully evaluating the benefits and drawbacks of each communication channel.
Spoken: Cues Respond Clarify Intentions Conversational Written Form: Craft More people Document
Which of the following principles did Brian most apply during this meeting?
being firm
I'd like to see you improve your customer service rating in the near future. => I'd like you to improve your customer service rating to 85 by the end of July.
establish measurable and realistic expectations
Would you consider setting new goals about the number of online positive reviews attributed to your customer service? => By the end of July, I'd like you to get 15 online positive reviews attributed to your customer service.
establish measurable and realistic expectations
Again, Anne, I just think you need to show more passion for your work as a customer service rep. => Anne, I think you can get to a customer service rating of 85 by doing two things. First, make sure to ask one or two additional questions before suggesting a solution. Second, use our recommendation system to suggest discounts and other offers.
focus on actions and results, not attitudes and intentions
Hi Anne. I'm so glad we could meet. You've done such a great job for us over the past few months, and I just want to go over a few issues. => Anne, thanks for taking time to chat. Today I want to focus on improving your customer service rating.
give clear and targeted feedback
Brian opened the meeting warmly and quickly stated, "Hey, I'm just tryin' see to find out what's going on in the office and take the temperature how everybody's doin'... 'cause the last couple of months have been a little tough company-wise and business-wise...kinda wondering if anybody in the group is giving you any difficulties or if there's anything I can do to help you out and make things better." What best summarizes this beginning?
ineffective by avoiding bad news
In the first few minutes of the conversation, what best summarizes how well Brian did in discussing Davey's excessive Internet use?
ineffective; not specific enough
After issuing a warning about future Internet use, Brian then tried to show concern for Davey and tried to understand why he was not complying with company policy. He stated, "Tell me what's happening. Is it work? Is it home?" Davey then explained his desire to move into a new department. Up to this moment, what best summarizes Brian's delivery of negative feedback?
not clear and not targeted
It seems like you haven't cared as much lately at keeping up your customer service ratings. => In the past three months, your customer service rating has dropped from 96 to 73.
probe for reasons performance is not higher