Free Essay

Analysis: Delivering Bad News

In: Business and Management

Submitted By 5821
Words 934
Pages 4
Delivering Bad News Analysis

I chose to analyze a news conference that was given by Mayor Bing of Detroit on December 1, 2011. The purpose of the conference was to address the current state of the city’s financial crisis and reports that the State of Michigan is coming in to do a financial review. I will evaluate the physical aspects of the speech, including appearance, chosen location, and body language. I will also evaluate the content of Mayor Bing’s speech and give my opinion on whether or not he appropriately addressed the crisis at hand.
Mayor Bing wore a professional, navy pin-striped suit with a crisp white collar and a lighter blue tie. What we wear can project or evoke different emotions. According to Carole Kanchier of the Huffington Post, some of the things blue represent are authority, structure, communication, dependability, trust and loyalty (Kanchier, 2012). These are all emotions that Mayor Bing needs his audience to feel for his message to be succesful.
To further his authority Mayor Bing stood behind a podium that had the Seal of the Mayor clearly displayed on its front side. He also chose not to stand alone. Standing with him were members of the Detroit City Counsel, Labor Board, people he refered to as the faith-based community, and members of the Detroit business community. I believe the purpose of this was to show that he was not in this crisis alone and that he had the communities support. I’m sure by including these people with him behind the podium he also hoped to help his audience relate to them and in turn, be more open to his message.
The mayor more often than not had his head down reading his speech, occasionally lifting it to make eye contact with his audience for the first few minutes of his speech. He kept his hands firmly on the podium except for a few times wiping his left brow with his fingers. I personally saw this as a sign of stress and unsurity on the mayor’s part. However, on the other hand, by him remaining firm and steady at the podium he also projected the seriousness of his message and a steadfast approach.
As for the actual content of the speech I felt the mayor did a good job of addressing the issue with specificity and presenting solution-based ideas as opposed to dancing around the issue as politicians often do. From the beginning he confirmed the rumors that the Governer had called him to make Mayor Bing aware there was the serious potential of a thirty day review by the State of Michigan into Detroit’s current financial state. He also stated that this review could lead to an emergency financial management for the City of Detroit assigned at the discretion of the State.
Mayor Bing then made it very clear that he was opposed to this and gave his specific reasons why. He advised that they had a fiscal plan to overcome their current deficit which has been submitted to the State. He stated that via City Counsil they had formed critical initiatives such as collecting the $220 million owed to Detroit from the State and also getting help from the State to collect city income tax which could result in up to $155 million in revenue per year.
A common theme in his speech was community and he attempted to show a united front to the citizens of Detroit. Multiple times he refered to those standing behind him and stated that their mere presence showed they were willing to work together to find a solution for the good of Detroit. He evoked community pride with statements such as, „This is our City!“, „We are Detroit!“ and „Detroit needs to be run by Detroiters.“ By doing this I’m sure he hoped to get the community involved in finding solutions and backing the politicians of Detroit against the State of Michigan.
He also let everyone know that the State of Michigan had not responded to any of their submitted proposals. By doing this he put some owness on the State to help Detroit because they were trying to make every effort to inact changes that would help them climb out of their current financial crisis. He also gave the floor to several of those standing with him to give their thoughts and responses to what the State of Michigan wanted to do. By giving time to others he may have gained wider support, offering someone for the audience to relate to.
Overall, I think Mayor Bing’s intended message was succesful. He clearly addressed this issues at hand and did not sugar-coat the critical nature of pending actions for Detroit. He drew support from the community and helped his audience relate to the crisis and gave a strong argument for them to want to help fight. However, in the end, Mayor Bing’s actual plan of action was not enough as the city of Detroit became the largest US city to file chapter nine bankruptcy in July of 2013 (Nancy Kaffer, Stephen Henderson and Matt Helms, 2013).

References

wxyztvdetroit. (2011, December 1). PRESS CONFERENCE: Mayor Bing on Detroit financial crisis
Retrieved from http://www.youtube.com/watch?v=kvXjOF_OWvQ
Kanchier, C. (2012, May 31). What the color you are wearing says about you. Huffington Post.
Retrieved from http://www.huffingtonpost.ca/carole-kanchier/what-colour-to-wear_b_1556811.html

Kaffer, N. (2013, July 18). Detroit files for bankruptcy protection. USA Today. Retrieved from
http://www.usatoday.com/story/news/nation/2013/07/18/detroit-prepares-bankruptcy-filing-friday/2552819/

Similar Documents

Premium Essay

Management Communication, Delivering Bad News

...(Letterhead) 29 October 2012 Mrs. Jane Goh Vice-President of Corporate Social Responsabilities, Asia & the middle east Philip Merit International 25 Navier Road Singapore 234567 Dear Jane, Congratulations with your new job and thank you for your kind request for our assistance in creating a CSR campaign for Philip Merit International in Asia this coming fall. I am flattered that you would include our organization in this project and I am sincerely grateful for the great collaborations we have had in the past. Spin Doctors Ptd Ltd would have been delighted to take on another project with you, however due to the nature of Philip Merit International’s product we are challenged on the ethical aspect of our company’s beliefs. Cigarettes are proven to be bad for the health and several of our employees in Spin Doctors Ptd Ltd has experienced cancer within the family. Therefore we will not be able to take on this project. Although this is unfortunate for both our situations, I would like to help you in any way possible. I have a good friend in the public relations agency Xylo, Steven McPherson, who is a smoker himself. He is very talented, and I am sure he will be able to create a great CSR campaign for your company. You can contact him on this number: +65 23347688. I hope the two of you will achieve good results together and I wish you good luck. Spin Doctors Ptd Ltd and I will warmly welcome future requests for doing business together in...

Words: 279 - Pages: 2

Premium Essay

Analysis of Starbucks Delivering Customer Service

...Analysis of Starbucks Delivering Customer Service Problem statement: • In 2002, market research has shown that Starbucks has a gap in meeting its customer’s expectations in terms of customer satisfaction. • On interpretation the marketing research data, Christine Day, Senior Vice President concluded that the speed of service was the main reason for this decline in customer satisfaction. So she proposed to improve the service time such that each order is served within 3 minutes. • However, this solution would cost Starbucks 20 additional labor hours per week thereby $40 million per year. Is 20 seconds increase in speed of service really worth $40 million per year? Situation Analysis: Customers: The demographics of a typical Starbucks customer have changed drastically in the recent years. • From Exhibit 8 in Starbucks case document newer customers of Starbucks are younger, less well-educated, low income, less frequent visited to the coffeehouse and had very different perceptions. • The overall attitude of Starbucks is very low on 25% by new customers whereas the regular customers stood in 44%. • While many factors influenced customer satisfaction, overall service and speed of service were identified as the most influential; a quick glance at Starbucks's recent customer satisfaction (Exhibit 10 and Exhibit 11 in Starbucks case document) reveals that customers did in fact express dissatisfaction with the efficiency and speed of service. • From Exhibit 9 in the...

Words: 2403 - Pages: 10

Premium Essay

How to Successfully Deliver Bad News

...Delivering bad news is a part of life. But for all organizations the way that news is delivered is critical to employee engagement and to the success of the organization. Because delivering bad news is a reality that all organizations must face, it is crucial that the way that news is delivered in a way that does not catch employees completely off guard and cause extremely negative reactions. In the article, “The Delivery of Bad News in Organizations,” author Robert J. Bies presents a framework for the delivery of bad news in organizations. The delivery of bad news is a part of organizational operations. Bad news in organizations is a daily occurrence. It can be through a negative performance review, customer service disasters, denial of proposals, and employee layoffs or employee terminations. When leaders are asked to name their most difficult task, invariably the delivery of bad news is at the top of the list (Bies, 2010). Even though leaders accept the delivery of is a part of organizations life they are often reluctant to do so. The delivery of bad news is often an emotional event for managers because they may become the target of anger, retaliation and even though they may not be directly responsible, they are often the focus of blame. Being blamed for the news can be detrimental to the person tasked with delivering the bad news, as it may seriously erode their organizational legitimacy. Bad News Defined The working definition of bad news for this purpose is......

Words: 1285 - Pages: 6

Premium Essay

Bad News

...of the business; Employees: Fresh and easy employed over 50,000 people which is a massive amount, it may be difficult for some to find another job and it will be difficult for families where there is only one job supporting the family. Because the number is so large it will have effect on the countries unemployment number. Customers: It will affect the customers because for those who only had a Fresh and easy as their local store it will mean that they will have to commute further so they will have to purchase more fuel to be able to commute to their next nearest store. It will also have an effect on the Shareholders of the business, those who invested a lot of shares into the business will have lost everything after this which is great news for them. There could be many reasons why they did not make a profit, for example; Marketing: it is possible that their marketing department did not do a good enough job such as advertising and research to attract customers in. Maybe they could not compete with the low prices of their competitors. Decision Making: The did not do very much after taking a huge loss not long after opening so there should have been more happening in the Operations department in terms of Decision making and Business Organisation, if they had acted to the loss then they might still be trading healthy in the US today....

Words: 396 - Pages: 2

Premium Essay

This Is Really Bad News

...their different cultures. The unclear decision making process and power hierarchy. Lack of proper analysis of the chances of success of the strategy of empowerment. Lack of proper coordination within the management team, when trying to implement the empowerment strategy. The Hotel also faced the challenge of social emotional conflicts among employees. Contingencies of power such as source of power were not clearly outlined. These issues resulted in high levels of stress, absenteeism and turnover. Communication and Culture: Communication and Culture Prior to the take over, The Regency Grand was Thai owned and operated. While weighed down by the internal processes the census was one of understanding and fitted in within the cultural bounds. The American conglomerate conducted little research into the culture as reflected by Becker’s appointment and utilization of predetermined strategies ill-suited to an already successful business. English is becoming the common business language in Thailand (Chakorn, 2006). Verbal and written communication differs greatly between the two cultures, amplifying the need for Active listening. Implementation of organizational change: Implementation of organizational change in times of change within an organization, it is essential for the management team to ensure that employees are actively involved in the process of change. Becker introduced his new policy to the directors of the organization. He however, found himself all alone trying......

Words: 3598 - Pages: 15

Premium Essay

Giving Bad News to Customer

...ENGL510 Foundations of Professional Communication Writing Assignment 3 -- Bad News Message Instructions In this assignment you will complete a collaborative project designed to solve the problem of delivering bad news. Communicating bad news is one example of a complex workplace problem. Incorporate strategies for analyzing group dynamics, resolving conflict, and communicating in a multicultural environment to complete the project. Each group has a dedicated discussion area to work on the assignment which begins with an individual effort. Situation: Giving Bad News to a Customer ------------------------------------------------- You are the sales manager at Easy to Be Green. One of the company’s services is to design and install energy-efficient heating, cooling, and insulation systems in both new and existing buildings. Because these systems are custom-designed and involve a variety of sub-contractors, no changes can be made to the design after a date specified in the contract. ------------------------------------------------- ------------------------------------------------- This morning one of your sales people, Chris, comes to you with a problem. The construction manager at Greenfield Community College, a new client with a huge campus and many ongoing construction and renovation projects, has written to Chris requesting a change in the location of a venting apparatus to accommodate a change in the campus’s overall design plan. The request was......

Words: 1107 - Pages: 5

Free Essay

Bad News Letter

...Assignment 2.1: Bad News Message ENG 315 – Professional Communications To: Jane Doe From: joe doe Subject: Request for Refund Date: 4/20/2014 Dear Jane, Thank you for taking the time to contact the Super-Fast Printing Company. We like hearing from our loyal customers and appreciate your business over the years. As CEO, I would like to personally thank you for your purchase of the Super-Fast Printer 2000 and for being a devoted customer for so many years. Over the years Super-Fast Printing Company has had to formulate various company policies. One of these policies is that our customers have a one year warranty on parts and repairs. We feel that this allows sufficient time for any manufacture defects to become apparent and to prove our superior quality products. After the one year warranty, it is the responsibility of the customer to pay for maintenance and repairs. Our records indicate that you did not schedule any of the suggested maintenance and there is no repair history on this machine. Unfortunately, we are unable to accommodate your refund or replacement request, and do hope you understand why we must make this decision. However, we would like to offer you a free estimate for repairs and a discount on parts and labor for your customer loyalty. I have contacted our repair department and they are awaiting your call to schedule the free estimate. I have also contacted our sales department and they are prepared to offer you a loyal......

Words: 266 - Pages: 2

Premium Essay

Bad News Letter Example

...Dear Tommy, At Cengage, the health of our employees is very important to us. We want every employee to have access to the best benefits and health care opportunities that are available. To ensure that all employees continue to receive the best health benefits, we will continue to use HealthOne Systems to provide our health care insurance. In order to continue using HealthOne Systems, effective January 1st 2013, the health insurance premiums will go up 30%. How will this affect you? Currently, you only have to pay monthly premiums and a co-pay of $25. Under the new plan the co-pay will remain the same but your monthly rate will increase and you will have to pay a deductible. Please see the chart below for the new health insurance premiums and deductible costs for 2013: Membership Types | 2012 Rate | New 2013 Rate | 2012 Deductible | 2013 Deductible | Employee Only | $82 | $106 | 0 | $250/year | Employee + Spouse | $164 | $234 | 0 | $500/year | Family | $200 | $285 | 0 | $1,000/year | Cengage understands that this change will have an impact on our employees. We spent many months negotiating with HealthOne Systems to provide our employees with excellent benefits at the best cost possible. To offset the increase in our insurance we are excited to announce that we have made a great deal with LifeWorks gym. LifeWorks is a 24 hour gym that offers many classes such as Yoga, Zumba, Pilates, Spinning, Boot Camp classes and many more. Using your employee ID you can get......

Words: 366 - Pages: 2

Premium Essay

Bad Customer Service Analysis

...service) III. A bad customer service: VNPT's Internet Operator 7 A. Company's overview 7 B. Analysis of the case and causes 8 1. The registration procedure 8 2. The level of staff and technicians 9 3. The attitude of the staff operator 10 C. Recommendations 12 IV. Conclusion 14 V. References 15 Introduction about customer service Customer service is the way a business looks after its customers. According to Turban et al. (2002), "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation". Customer service has to be a team effort and not just the responsibility of employees who deal with the public directly. Providing good customer service is a vital part of managing a business. Most customers have the option to go elsewhere if the quality of customer service is lacking. On the other hand, good customer service is a source of competitive advantage. Good customer service leads to customer satisfaction. Satisfied customers are more loyal and profitable. Dissatisfied customers take their money elsewhere – and tell their friends about the poor service they have received. A good customer service bring a lot of benefit to the company if they have one: increasing sales, customer loyalty, enhanced public image, more effective workforce. Satisfied customers will lead to more sales from their own repeat business and from the new customers......

Words: 1890 - Pages: 8

Premium Essay

Bad News Message

...ENGL510 – Foundations of Professional Communication Writing Assignment 3 – Bad News Message/Group Project Below you will find five documents: 1. The assignment itself – pages 3-4 2. A template to follow in writing the message called for in the assignment – page 5 3. A letter you can use as a model for the message called for in the assignment – page 6 4. The criteria that will be used in grading the message – page 7 5. The form you will use in Week 5 to evaluate fellow group members - page 8 Please read all of these carefully and let me know if you have questions about any of them.  In addition, please note that in the second Week 4 discussion—Working in Groups/Writing Bad News—you will be preparing to get started in this group project but that you will not actually begin the project until Week 5.  In Week 5, please save, as a Word document, using the file name “3yourlastname1,” the draft that the group as a whole has agreed on, and post it in the Week 5 Bad News Message Draft Dropbox by midnight Sunday. In Week 6, please save the revision that the group as a whole has agreed on, using the file name “3yourlastname2,” and post it in the Week 6 Bad News Message Final Dropbox by midnight Sunday. You will also post, in the Week 6 Group Project Peer Evaluation Dropbox, a form in which you will evaluate the input of your fellow group members.  I will grade the messages, using the 55-point criteria sheet below and giving all contributing group members the......

Words: 461 - Pages: 2

Premium Essay

Bad News Letter

...Care Insurance plan that you read and signed the day you purchased your phone, Apple Care for iPhones will provide hardware repair and support coverage for two years starting from the original purchase date. After carefully reviewing your information and history with the Apple products you have purchased, we find that your Apple Care warranty has expired on August 20th of this year. Had you made your warranty request prior to the deadline date, we would have gratefully replaced your iPhone5 with a brand new one. Unfortunately, however we were notified that your two year contract has expired, so we recommend that you take advantage of the opportunity to purchase the new iPhone6 for the reduced cost of $199. We, the Apple Care Support Team are very grateful for you being a loyal customer to Apple and always making payments in a prompt way. We value and respect you for understanding and accepting our Apple Care Insurance plan and hope that you take our advice in purchasing the new and improved designed iPhone6. Sincerely, John Smith John Smith Apple Care Support Manager...

Words: 259 - Pages: 2

Premium Essay

Bad News Memo

...Institute website, junk food is the top contributor of high rates of diabetes, high-blood pressure, and stroke. I don’t want junk food to be the reason of unhealthy eating that could lead to potential risks to my employees and volunteers. Take to consideration that we are a green company and what we eat should represent us to the general public. This policy effective after the meeting this upcoming Monday, February 16, 2015: The office will now provide fresh fruit, water, and peanuts. If you are concerned with any allergies you might have, veggie sticks, sunflower seeds, and soy nuts will be provided as alternatives if needed. As a company representing green events, we can make a huge difference to our company by implementing this new policy. Any question or concerns you may have regarding this memo are strongly encouraged during our weekly meetings. Thanks in advance for your participation....

Words: 266 - Pages: 2

Premium Essay

Bad News Message

...Bad News Message – David S. Moody From: David S. Moody, Sales Manager, Easy To Be Green To: Construction Manager, Greenfield Community College Date: 3 August 2015 Ref: Change in location of Venting Apparatus Sir and/or Ma’am, Here at Easy to Be Green, we pride ourselves on being the leader in installing energy efficient heating, cooling, and insulation systems. And since these systems are custom designed to meet you, the customer’s request, it involves a variety of Sub-contractors. And with this in mind there are time limits as to when we can make changes in the design. This morning one of my sales team, Chris, came to me with this problem, and I am writing to you so I can explain the reason as to why we will be unable to change the location of the venting apparatus, that you have requested. I understand that you had written to Chris requesting this change to accommodate a change in the campus’s overall design plan. There are two reasons as to why this Change cannot be accomplished; 1. There is a zoning restriction on this kind of Vent. I do understand that it is not widely enforced, but I feel as one of the leaders in this industry that it would not be beneficial for us to disregard this restriction. 2. Your request has come in late and there is only 1 month left before installation of the vents. This late addition was quoted to add $5000 dollars to the price of the contract. It is not practical for us to deviate from the written agreement. And......

Words: 395 - Pages: 2

Free Essay

Bad News Message

...BRAC University Topic: Writing Bad-News Messages “A letter refusing a formal invitation” Submitted to: Jerry Cornelius Cardoza Lecturer, BRAC Institute of Languages, BRAC University Submitted by: Nasrin Sultana Maesha BRAC Business School ID: 14304156 Section: 03 Date of submission: 15th February, 2016 10th February, 2016 Mr. Mashuk Zaman President Dhaka Community Service Foundation Dhanmondi, Dhaka-1205, Bangladesh Subject: Invitation to the opening ceremony of the school Dear Mr. Zaman, We appreciate Dhaka Community Service Foundation and the various steps you have taken to alleviate poverty through educating the street children and giving them many more facilities and so we at ABC Human Welfare Foundation have supported you in many ways. Thank you for inviting me to your grand event of the opening of your school for street children. You will be glad to know that ABC Human Welfare Foundation has finally got the chance to contribute to ensuring the safety of the women and children in Palestine due to which we have to host a great deal of meetings on this issue during the week of February 28 and March 6, 2016. As it is really going to matter to the people out there, my support staff and I will be devoting our time and effort to these events. My assistant, Arnold George will be attending your grand event in my absence. Although it would have been great for me if I had had the chance to attend the event but the circumstances are unavoidable......

Words: 332 - Pages: 2

Premium Essay

The Delivery of Bad News

...The delivery of bad news Dear colleagues, Thank you for coming in! On behalf of the executive team I have some information regarding our company I would like to tell you. The main theme of our meeting today is informing you about new rehabilitation plan of the company for the next 3 years. The prolonged economy uncertainties have caused the company experienced financial difficulties and it forced the Board of Directors to create the detailed action plan for the future development of the company which should help us to sustain the business in spite of the facts that our revenues dramatically decreased and 16 shops are currently working with losses, and also and not ignoring cheaper bread offered by our competitors. We are sure that the new plan will create a new opportunities for the company. According to analysis of the range of our products it was decided to focus more on some products with the higher profitability taking into consideration the fact of increasing in the price of wheat influenced by bad crops. Detailed list with the range of products and quantity produced will be delivered to you after this meeting. In frame of action plan Company will organize 2 special trainings for all staff. First one will focus on small business management and customer service and the second aimed at improvement of your skills in baking and selling, which are creating the opportunity to all of you to participate in the business from different sides. Hope you will enjoy it and......

Words: 414 - Pages: 2