Activity 7-2 - Chapter 7 Delivering Bad-News Messages Student Handout ACTIVITY 7.2 CHOOSING AN APPROPRIATE CHANNEL AND ORGANIZATIONAL PATTERN CHOOSING

Activity 7-2 - Chapter 7 Delivering Bad-News Messages...

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Chapter 7, Delivering Bad-News Messages, Student HandoutACTIVITY 7.2: CHOOSING AN APPROPRIATE CHANNEL AND ORGANIZATIONAL PATTERN CHOOSING THE APPROPRIATE CHANNELFor each of the situations in below, decide which communication channel would be most appropriate. Explain your reasoning.SituationChannelReasoningaA message from a customer service manager saying no to a customer’s third request for a refund that was previously denied.TelephoneThe reason I chose telephone is that the customer will probably have an attitude. Iknow I would not want to be around someone with a temper, and if they do notanswer you can always leave a voicemail.bA message from a company president to reject a contract proposal offered byan international business partner whose cultural style is direct and forthright.Face-to-face deliveryHaving a face-to-face conversation is the channel for the reason that this a meetingwith two different cultures. Face-to-face delivery insures that each person will get toreceive nonverbal and verbal feedback about the contract proposal.cA message refusing a customer’s request to reduce his monthly payment for Internet services. He contends busy signals prevented him from connecting most of the timePersonal deliveryI chose the channel personal delivery, the customer will need for someone to explainvisually what is wrong with the connection. The customer would probably be puzzledabout the situation if received a telephone call that informed he or she how to fix theinternet connection.dA message from an automobile dealerinforming a customer that the delivery of a custom-order vehicle will be delayed two months.Email/ telephoneThere is no need for traveling to a customer’s house. The customer can read theiremail, listen to the voicemail, or answer the telephone.eA message from an appliance manufacturer authorizing the replacement of an under-the-counter ice machine that is still under warranty.Telephone
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fA message from a human resources manager refusing an employee’s request that the manager “fudge” to a lender about his reported income to help him qualify for a home loan.TelephoneIt would be easier to deal with by phone instead of in person.gA message from a financial planner apologizing for not placing an order to buy mutual funds for a customer.Personal deliveryThe planner should visit the customer in person and explain what happen. hA message from the chief financial officer of a local business agreeing to serve on a fund-raising committee for a community service organization.EmailThe chief financial officer is probably busy with work. Sending an email to theorganization would be much easier, and it would be quicker to do than to find time outof the day.iA message extending appreciation for the outstanding work of a consulting firm that spearheaded your successfuleffort to obtain ISO 9000 certification.
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