Delivering Bad News Tactfully And Effectively

In one of my communication courses I purchased a book called Managing Conflict through Communication.  In chapter four of the book it talks about four steps to managing conflict.  There is a system that can be used called the S-TLC system. The author explains that the hyphen is used to help in recalling the system and the letters TLC.  The letter S stands for Stop.  TLC stands for think, listen and communicate. (Cahn, 2010) As a part of my class assignment I was given a case study which is shown below.  I was instructed to explain how I would approach the employee and handle the situation based off my conflict resolution approach.  Here is an example below.

Case Study: “You are a department manager in a mid-sized company that provides technology support services.  You have ten employees who are required to maintain a high level of technical expertise and deliver excellent customer service.  One of your employees, who have been with the company for two years, is performing at a substandard level and you have received numerous complaints from customers and coworkers.  In addition, this employee has displayed confrontational behavior which has created a hostile environment.  You must now meet with this employee and deliver an ultimatum regarding the need for immediate improvement or dismissal.”

First before I meet with the employee I would stop to think about the situation.  I would do this so that I know exactly what I want to say and how I should state it.  I would also want to think about the consequences along with the employee’s point of view as well.   Then I would proceed with meeting my employee.  I would first start off by letting my employee know why I wanted to meet and my concern.  I would state what has been going on with customers and first ask the employee about it.  I would give him or her chance to explain the situation. Once the situation is explained I would ask about the hostile confrontations that have taken place. The employee could respond with a reason as to why there had been problems with customers.  For example he or she may state that they may have had a bad day. 

 I have to be prepared for the employee response to the situation.   I have to be able to think about what they are saying and to listen even if I disagree.  Once I have listened to what the employee has stated about their reasons for the confrontations and complaints then I can proceed. Now I would talk about the rules.  I would state that it is very important for us and especially as a company and to show all customers as well as workers respect at all times.  I would talk about the importance of creating a peaceful work environment at all times.  I would also state that I understand what they have expressed to me, but that if there is ever a time that they need my assistance in dealing with a situation to please let me or another worker know. Especially if there is a situation that they may feel could end badly.  I would also tell the employee that because there has been a lot of confrontations and complaints that there would have to be immediate improvement.  

I would state that I believe that he or she can improve because they have been in the company for two years before the issues and there customer service was great.  I would listen for feedback.  We could discuss ways to improve together, unless the employee felt differently.  If so we could discuss that as well.  If the employee feels that they would like to continue working in the company we would discuss the ways of improvement. We could even discuss counseling if they needed it for personal issues.  Along with some plans to go forward in peace on the job.

Reference

Abigail, R., and Cahn, D. (Jan 13, 2010). Managing Conflict through Communication, 4th Edition. Pearson.

Four Types Of Media

                                      

Technology seems to be changing each day.  I remember the time that we used phone books in our home for almost everything when it came to locating information.  I do not remember the last time that I have used a phone book for anything.  It seems that I have grown accustomed to using Google to find stores or addresses to places rather than the phone book. The Internet is something that I use each day for class. It has become very popular for lots of people. I would like to include some short summaries of how I use different types of media technology and the purposes for using them.  

The Internet can be used to locate tons of information.  There was a time where I did not have a television and I had to use my Internet as my television.   I watched the news, the weather and certain shows that I could get on my computer.   So I think that the Internet can be a good way to stay involved if you need it or if you just prefer to use it.   It is a convenience for me, because I am an online student and I enjoy working online.

 Before I had ever heard of going to school online I was the kind of person who did not like working on computers.  It was only, because I did not know what I was doing. Now I seem to use it for everything.    It seems that I pay bills, email others, go to class, view the news, weather, and so much more  just by using my computer.   The Internet can also be used for paying bills, transferring money and so much more.  This is why I think it can become so easy to get attached to it. So I would definitely say that my computer is a main source for communicating right now. 

Group communication has helped me with communicating through technology.  Online learning has been so much fun.    It has also helped me to learn about technology.  By having the computer it allows me to look up other media that I am interested in.   Now let’s take a look at the other three types of media technology!

When I think of magazines I think of my Mom.  My mom loves magazines and she collected magazines just like I collected Barbie dolls.  Her friends always laughed with her about the amount of magazines she had.  She loved Essence hair magazines as well as health and beauty ones to.   I remember asking her as a child why she always bought those.  She told me it was kind of like her little gift to herself at the end of the week that she looked forward to reading.   She had every edition or month.  So it makes me think about how some people loves computers, books, magazines or other things.   However everyone has their own way of connecting with the media in some way shape or form.

Magazines can be used to reach lots of people of all different ages.  Magazines can have articles, graphics and stories about issues that relate to families, and individuals.  A magazine can speak about topics such as beauty, living, health and can be written to reach a certain group.  Magazines can provide readers with information and updates each month.  I remember as a child I would have certain groups or people that I looked up to. I remember purchasing magazines with them on the cover to stay updated on the information that they would discuss. I would also buy magazines to go with posters or movies if I was a fan. I went through that phase as a pre-teen.      I think that magazines can have topics and something to offer for every age group.

The news station can be used for stories and to also inform the public about things that are going on in the world.   The news depending on the story or method used can be sent out to reach many different age groups.   There can be information presented regarding activities or things that will be going on in the community for children or adults.   My grandmother loved the news.  I was around my grandmother from birth till the age of eighteen.  I do not remember one morning or afternoon or even evening passing without her watching the news station. 

I would watch shows  on television and around twelve o clock noon’s my grandmother would always tell me it would be time for the news.  She would tell me that we could go back to my show after her news went off.   She watched news three times a day every time it came on.   She always told me that it was good to watch the news and that I should want to know about the things that are going on around me.  I have heard a lot of people say that.  

 I have also heard another side where people have stated that the news would make them fearful and that it only brought fear about the world.    So I have heard some say that they did better without watching. The news can be informative and it can be helpful in finding out information.  It could cause fear at times depending on what is being presented or how it is interpreted by others.  However lots of people still prefer the news for all different reasons.  

Now last, but not least Blogs.  Blogs can be another form of communication. (Washington, 2013) I am learning how to create my first blog.  I have been reading blogs lately and have found a lot that have been very interesting.   I see lots of blogs on websites and even on news sites.  It seems that they are very popular.   One thing that always stands out to me is the topics as well as the design. I think that details are very important and the flow of blogs.  I learned about the structure and content from a site that we are using in our communication course. (Martin, June 26) I believe that following the steps in the article about the 7 elements can really help in creating a great blog. 

I also think that blogs can be very informative and they can be helpful to people.  I remember doing research on topics and information on plagiarism for a course.  I found lots of blogs with helpful tips and websites as well.  I started thinking about blogs then.  I always wondered what it would be like to create my own.   I think it is cool to find a blog with some quick tips or facts on it when you need to find them. Or a blog that is just fun to read or that is inspirational.  I like the fact that you can give a blog a theme and you get to have fun with designing it.   I  love that  I  can  use blogs for news, or  for just communicating and interacting with others!  Thank you for reading!

                                                        References:

 Martin, M. (June 26). 7 Elements to make you Blog Look Great. Pro Blog Design. Retrieved from http://www.problogdesign.com/design/7-elements-to-make-your-blog-look-great/

Washington, D. (2013 June 22). Four Types Of Media. (Blog) .Retrieved from http://communicationjourney2013.blogspot.com/2013/06/four-types-of-media.html

     Tips To Remember When Communicating Online:



   In my communication courses I learned about tone and how messages can be conveyed to someone.  I am an online student at Ashford University. I have learned about the importance of netiquette rules here at Ashford as well. (Ashford, 2011)  

   I understand that everyone communicates somehow whether it is through email, face to face interaction, and writing or through nonverbal communication. It is important to remember the audience as well as tone and a few other tips that can help one to communicate more effectively in any given situation.   

  As an online student I am required to use the proper netiquette at all times using some of the tips below as reminders:

   1. Tone is important.  A person's tone can be heard even in a letter. It is important to be courteous and to be respectful to everyone.

2. Words are important and what is written cannot be erased after it is sent. It is important that words are not written to degrade or cause negative disputes among students and staff.

3.Grammar is also important.   If a word is spelled incorrectly or pronounced wrong  it  can change  the meaning .  We can also be judged based off of our grammar and work.

4.Never use all caps. This is a important reminder which I was not aware of in the beginning.  All capital letters signify shouting . This can be viewed as very rude even if you are unaware.

5. Never Assume . What this means is that if you are trying to tell a story never assume that the audience understands everything you are stating or what you are feeling.  Remember to fully  explain  and articulate your points to the audience.

 Remember that these tips can be applied in writing an email to friends, family or in a work environment as well.  Or even  in our daily interactions with others.  These are tips that can help make a difference when communicating.

Thank you for reading!


 Reference

Ashford University (2011). Retrieved from http://www.ashford.edu/