Answer to Question 1
Answer: Taking a you perspective in the face of a mistake is not only ethical, but also a good business decision. A strategically worded apology can improve a company's public image, facilitate forgiveness, and even decrease damages if a case goes to court. When crafting a corporate apology strategy, experts suggest announcing the bad news quickly and taking responsibility for the problem. Additionally, the people directly affected by the mistake should be identified, and concern for their well-being should be expressed. The apology strategy should include outlining remedial measures and should be written in such a way that expresses an honest and direct tone. Classification: Synthesis
Answer to Question 2
Answer: All communication requires evaluation to ensure that the message is effective. For sensitive communication like bad-news messages, evaluation is particularly important because the message can have significant negative business results. As you evaluate your message, look at it objectively and consider whether it is clear, easy to understand, and honest. Also consider whether you are communicating a sense of goodwill toward your audience. Then, step back and put yourself in your audience's position to evaluate how they are likely to respond and whether the message will achieve the business result that you intend.
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