Delivering Bad News Tactfully and Effectively

As the department manager of a mid-sized company providing technology support services and overseeing ten employees, it is important that I understand that the performance of my employees is a direct reflection of my ability to manage and develop them into a cohesive team of colleagues working toward a unified goal.  The ability to build a team and develop a “teamwork culture” has become the focus of almost every organization today, so much so that teamwork skills have become a hard sought-after job candidate requirement.  This is particularly true for executive team leaders and managers because they are not only leading and influencing their team, but they are also role models (Bowes, 2011).  As a role model, my ability to not only instruct and coach my team, but to manage conflict and deliver bad news tactfully and effectively will ultimately have a direct impact on the success level of my team.

One of the first steps toward learning to effectively manage conflict is to understand that conflict is inevitable when dealing with multiple people, because conflict is a part of all relationships (Abigail & Cahn, 2011, p. 6).  Embracing conflict as a normal part of relationships, whether professional or personal, makes it easier for me to remain calm when conflict arises and not overreact to the situation.  By remaining calm, I can actively choose to apply the collaboration style of conflict management.

Collaboration is something in which two or more people engage with a common end goal.  It means “using integrative behaviors and developing mutually satisfying agreements to solve the problem once and for all” (Abigail & Cahn, 2011, p. 56).  Collaboration is the optimal style of conflict management because it holds the potential to provide a win-win result for all parties.  Therefore, it is the style I would use when faced with having to deliver the bad news to one of my employees that unless there is immediate improvement, dismissal is imminent due to two years of substandard performance, numerous complaints from customers and coworkers, and displays of confrontational behavior that has created a hostile work environment.

Through the collaboration process, I would carefully explain the expectations of the company, as well as my own expectations as the department manager, from the technology support team.  I would be sure to first highlight any positive aspects of the employee’s job performance, and then I would explain the areas in which the employee has failed to meet expectations.  Next, I would offer the employee the opportunity to explain the reasons for the substandard performance as well as the confrontational behavior.  In anticipation of defensiveness or denial of substandard performance on the part of the employee, I would be prepared to provide specific instances where the work quality was lacking, and I would share some of the complaints received from customers and coworkers.

After listening carefully to the employee’s response, I would explain that immediate improvement is needed in all the areas discussed, and I would set specific goals.  I would also give the employee the opportunity to assertively communicate how best to accomplish the specified goals, including any additional training or other resources the employee may need to do the job.  “Assertive communication behavior gives others a chance, which is a good idea when a relationship is important to you” (Abigail & Cahn, 2011, p. 57).

Once a course of action was agreed upon, I would verify that the employee understands and agrees with the goals, and believes that they can be accomplished.  Taking a more direct approach, I would explain that if there were no immediate improvement, dismissal would be the end result.  I would then revert back to a collaborative approach and close the meeting on a positive note by stating that it is my desire, as well as that of the company, to see the employee succeed and enjoy coming to work every day.  Closing the meeting on a positive note sends a message of preserving the goodwill of the employee, which will help keep the employee favorably disposed toward me and the company (Roebuck, 2006, pg. 89).  The collaborative style of conflict management would enable the employee to leave the meeting feeling that the company and I care, and hopefully lead to a win-win outcome for everyone.

Abigail, R. A. and Cahn, D. D. (2011). Managing conflict through communication (Fourth Edition). Boston, MA: Pearson.

Bowes, Barbara/Working World.  (2011, October 15). Evaluate status, success of team you manage. Winnipeg Free Press, H.1.  Retrieved November 26, 2011, from Canadian Newsstand Complete. (Document ID: 2486952391).

Roebuck, D. (2006). Improving business communication skills (4^th ed.). Upper Saddle River, NJ: Pearson Education, Inc.

Media Technologies

Just as people change and evolve over time, so can the meaning of words.  The word “media” is one such word.  “Media” is the plural form of the word “medium,” and while it has a very broad definition, it is often identified with newspapers, magazines, and journalists.  However, the term media is no longer limited to newspapers and magazines.  Media technology encompasses any form of mass communication, e.g., brochures, newsletters, emails, texts, and many others.  Television and radio are still two of the most effective media technology, but blogs, podcasts and web advertisements have also become very powerful mediums through which to advertise, market, network and communicate a message.  I have included a brief summary of these media and how they are used below. 

I will start with the blog.  A blog, which is what you are currently reading, is short for Web log.  It is an online personal essay, which means it is informal, informative, and sometimes entertaining.  It may even resemble a newspaper column because, like a newspaper, a blog provides individual responses to current news stories as well as to other issues (Marsh, Guth & Short, 2009, p. 108).  Blogs can be used personally or professionally.  For example, as a communications major, I am tailoring my blog toward communications topics in the interest of attracting prospective employers.  Therefore, my blog would be classified as a professional blog. 

However, organizations also use blogs to give a human face to their organization, and to communicate with those who avoid traditional media and prefer more personal relationships.  Truly successful blogs can build personal relationships because they invite viewers to post their comments regarding blog posts (Marsh, Guth & Short, 2009, p. 108). These comments can sometimes turn into ongoing conversations between viewers, and violà, a relationship develops.  In addition, viewers are more apt to provide honest feedback to organizations regarding their blog posts, products and services by posting their comments.

Next is the podcast, which is an audio and/or video program distributed via a Web site, and is used by organizations to deliver information to individuals who initiate that delivery (Marsh, Guth & Short, 2009, p. 111).  In other words, a person has to actively choose to participate in a podcast, which often requires registering with the podcast host.  The participant is provided a link through which they can access the podcast, including a designated code if needed.  For example, stockholders, customers, government regulators, voters, or any public with an interest in an organization can elect to view or listen to a podcast from the host Web site, or download it to their computer or portable media player, like an MP3 player or an iPod.  Many people subscribe to an RSS (Really Simple Syndication) feed to receive new podcasts from their favorite sources (Marsh, Guth & Short, 2009, p. 111). 

Having worked as a financial advisor for almost 12 years, I have participated in a number of podcasts for a variety of reasons.  For example, to acquire continuing education credits for my securities and insurance licenses; to learn about the features of a new product that I may want to consider for a client; to listen to the earnings announcement of a company in which many of my clients may be invested, like Flowers Foods (FLO); or to learn about a new software application that may help me to grow my client base.  It is almost like attending a class, but I never have to leave my office. 

Thirdly is radio and television.  These media are still the most effective and efficient methods to promote programming and establish brand image through on-air announcements, often referred to as promos.  Promos are meant to build and maintain a desired audience.  They are designed to attract an audience to a particular program or to nurture the relationship between the audience and the station or channel.  Therefore, the target audience drives the purpose of the promo.  Some programs are targeted toward men, and others are targeted toward women (Marsh, Guth & Short, 2009, p. 154).  For example, the Food Network is geared more toward women.  While there are lots of men out there who like to cook, the Food Network’s core audience is women (Downey, 2008, para. 9).  I love to cook and I am always on the hunt for new and wonderful recipes that I can share with my friends.  Giada De Laurentiis is one of my personal favorites on the Food Network.  Then there are image promos, which help create a desired brand image for an entire station, channel or network, and generally have a more diverse audience.  A good example of an image promo would be the evening news (Marsh, Guth & Short, 2009, p. 154).

 Finally, I will look at web advertisements, which have soared in popularity with the explosive growth in Internet usage.   Web advertisements are placed on the web, for a fee, by an identified sponsor.  However, the sponsor may not be identified in the ad because Web ads are “click-throughs,” which means they link to a different Web site belonging to that of the ad sponsor (Marsh, Guth & Short, 2009, p. 151).  I had a not so pleasant experience once from clicking on an advertisement that did not identify the sponsor.  It was an advertisement on how someone in my hometown found a really inexpensive way to get her teeth whiter.  I clicked on the link and it took me to the sponsor’s Web site, where I was given the option to receive a free 30-day supply of their remarkable teeth whitening gel.  However, what I did not know is that by placing that one order, the sponsor of the site automatically signed me up for automatic shipments for not only their whitening gel, but for shipments of several other products they offered.  Needless to say, I was quite shocked when I received my credit card bill the following month.  Therefore, I encourage viewers to read all of the fine print when visiting Web sites with which they are not familiar. 

Another thing about web advertisements is the target audience for a web ad is most often the audience of the Web site on which the ad appears (Marsh, Guth & Short, 2009, p. 151).  For example, msn.MONEY’s Investing home page currently has an advertisement sponsored by ING Direct, which is an insurance company that provides variable life and annuity products.  ING’s target audience includes not only financial advisors that ING would like marketing their products, but also consumers who follow the securities markets who may be interested in making a change in their investments.  ING’s hope is that the consumer will either contact ING directly, or ask their financial advisor about ING’s products.  Lastly, a good Web ad will be concise and attract enough attention to persuade the viewer to go to sponsor’s Web site (Marsh, Guth & Short, 2009, p. 151).  The teeth whitening web ad I mentioned was obviously very effective me.

Downey, K. (2008, April 24). For food network, adding to the stew: Network has pumped up prime time ratings with reality. Media Life. Retrieved on November 20, 2011 from http://www.medialifemagazine.com/artman2/publish/Cable_20/For_Food_Network_adding_to_the_stew.asp

Marsh, C., Guth, D. and Short, B. (2009). Strategic writing: Multimedia writing for public relations, advertising and more (2^nd edition). Boston, MA: Pearson Education, Inc.

Medium. (1993). American Heritage College Dictionary (3^rd ed., p. 846). Boston, MA: American Heritage.

Creating My Blog

This is my first experience with creating a blog and I must say it has been quite fascinating.  It has certainly been a trial and error type of experience simply deciding the background, font, color schemes, page design, etc.  It felt like a major accomplishment just to complete my profile.

Considering that this blog is to demonstrate my abilities and showcase my work to prospective employers, I felt it was important to pick a background that would reflect at least some of my personality, while maintaining a professional image.  There are still so many things that I do not yet know, but trust that I will learn about through the process.  For example, what is a gadget?   I watched the blogger tutorial a couple of times to help me with creating my blog, which I highly recommend.  I also recommend reading the 7 Elements To Make Your Blog Look Great.  It offers a lot of good and easy to understand tips.  However, I am still not certain on my blog design at this point.

I took a lot of time in picking my color scheme once I selected my background, because I found that the default settings for font colors did not work well with my new background.  I also was very careful in my font selection.  Arial was the default font, which is often the case, but it is rather boring.  I wanted a font that was pretty and still professional.

My blog is a literal work in progress, and I still do not really have a clue as to what I am doing.  It is a true journey of discovery, to which I look forward; while at the same have a little resistance, simply because I do not like not knowing what I am doing.  Nevertheless, I am making a choice to see this for exactly what it is: an opportunity to expand my knowledge.  It is my sincere hope that by the time my blog is complete I will be a whiz at blogging!