Answer to Question 1
B
Answer to Question 2
The following suggestions provide guidance in breaking bad news to employees and the public:
a. Convey the bad news as soon as possible. Timeliness will minimize damage caused by rumors and will give employees the concern and respect they deserve.
b. Give a complete, rational explanation of the problem. Be candid about what is happening, why, and its effect on employees, customers, and the public. Provide enough detail to establish your credibility and provide context so your audience can understand the situation. Stressing positive aspects will provide needed balance and avoid sugarcoating or minimizing the severity of the news to the point that the message is misunderstood.
c. Show empathy. There is really no good way to break bad news, such as the announcement of layoffs or closures, to employees. The economic downturn and job insecurity has resulted in increased stress for many employees, which raises the potential for workplace aggression. However, methods that reflect respect and proper timing reduce the likelihood of an emotional boil over.
d. Respond to the feelings. Allow people adequate time to react to the bad news. Listen attentively for understanding and then address the concerns, issues, and potential problems presented.
e. Follow-up. Let people know what will happen next-what is expected of employees or customers, and what the company will do and when. Plan to repeat your explanations and assurances that you are available to respond to concerns in several communications that extend over a given time.
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