Description
There are six different groups identified as needing to be notified of this change.
1. Customer Service employees
2. Customers
3. Union Linemen and Technicians
4. Stockholders
5. Media- NV, CA, AZ newspapers and TV stations
6. Management and Administrative employees
Goals to keep in mind when delivering negative news, in person or in written form:
1. Be clear and concise in order not to require additional clarification.
2. Help the receiver understand and accept the news.
3. Maintain trust and respect for the business or organization and for the receiver.
4. Avoid legal liability or erroneous admission of guilt or culpability.
5. Maintain the relationship, even if a formal association is being terminated.
6. Reduce the anxiety associated with the negative news to increase comprehension.
7. Achieve the designated business outcome.
YOUR TASKS
CHOOSE 2 groups from the list of 6 groups.
Analyze the situation, profile your audience, gather the information that will meet your audience needs, select the appropriate media and channel. Compose a customized message to the audience of each of your selected groups.
QUESTIONS TO ASK YOURSELF FOR EACH GROUP
What is the bad news?
How do you think your audience will react?
Should you be direct or indirect?
Is there any positive news?
Are there any benefits for the audience?
Write a letter and email that would be delivered to each group in a face-to-face meeting.
