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Assignment 7

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Assignment 7
Michael Little
MGMT 202

Exercises:

1. Planning: Choosing the Direct or Indirect Approach

a. The direct approach because when giving you boss news most if not all want you to be straight to the point. This will not matter if it’s good or bad news. b. The indirect approach because this will prepare the reader for the bad news and then offer them a solution at the end. c. The indirect approach because in this situation the customer will be displeased and you want to soften the blow of the bad news. d. The direct approach because when you are talking to the employees you want to be quick and straight to the point. There are several things that need to be accomplished at work on a daily bases they will not want to read a long email. e. The direct approach because this should not come as a surprise because the customer would be notified before the purchase of the ticket. The customer will still receive compensation for the 1 full year after the flight. f. The indirect approach because the airline is not taking into consideration that the customer was unable to use them because of being out of the country. The customer is going to be very angry so you need to set the calming ground before the bad news by giving a buffer. g. The indirect approach because this is going to because an emotional stand point from the customer when dealing with insurance. You want to slowly insert the bad news in this situation and then proceed to give them a positive close. h. The direct approach because when this shouldn’t be a surprise to the customer and the company needs to stand firm to their terms that the company goes by. i. The direct approach because you want to break the bad news of the parts being on delay then give them quick reasons with a look at the bright side of things.

2. Message Strategies: Refusing Routine

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