Delivering Bad News, Apologies, Service Recovery and Error Management

Question 1

What are common mistakes when communicating in difficult situations?

Answer 1

• Framing the situation or decision in a way that is too narrow (not considering alterantives) and binary (win-lose)
• Refusing to change the frame during interaction
• Not listening and/or selective perception
• Not paying attention to non-verbal cues

Question 2

What is the frame?

Answer 2

The frame is a decision maker’s image of a situation - the way he or she pictures the circumstances and elements surrounding the decision

Question 3

What are the major errors in framing?

Answer 3

• Fundamental attribution errors (leads to overly simplistic interpretations)
• Subconscious mindsets that lead to binary framing
• False consensus effect (assuming that others see a situation as we see it)
• Stress

Question 4

What is easing in and what are issues with it?

Answer 4

• Manager recognises a situation/problem, crafts a solution, and then asks the employee a set of carefully crafted questions to help him/her reach the same conclusions
• Problems:
  
  • The managers might not get the answers he/she seeks
  • The manager is only prepared for the ‘correct’ answers

Question 5

What are the approaches to negative messages?

Answer 5

• Direct

* Indirect

Question 6

What is the direct approach to negative communications?

Answer 6

• Firmness is needed
• Bad news won’t come as shock
• Situation is routine or minor
• Audience prefers bad news first

Question 7

How is the direct approach to negative communication effectively used?

Answer 7

• Open with clear statement of bad news
• Provide reasons and additional information
• Close with a positive statement aimed at maintaining relationship

Question 8

What is the indirect approach to negative communications?

Answer 8

• Audience will be displeased

- Audience is emotionally involved

Question 9

How is indirect approach to negative communication effectively used?

Answer 9

• Open with buffer
• Provide reasons and additional information
• Make a clear statement of the bad news

Question 10

How can counterfactual thought patterns be reduced to improve reactions to rejection?

Answer 10

• Would reducing explanations (i.e. explanations detailing
  qualifications of the individual who received the job)
• Should reducing explanations (i.e. explanations of the
  appropriateness of the selection process)
• Could reducing explanations (i.e. explanations of external conditions that led to a hiring freeze)

Question 11

What is the service recovery paradox?

Answer 11

A situation in which post-recovery satisfaction is greater than that prior to the service failure when customers receive high recovery performance

Question 12

What is the process to service recovery?

Answer 12

• Acknowledgment
• Empathy
• Apology
• Own the problem
• Fix the problem
• Provide assurance
• Provide compensation

Question 13

What are the components of a good apology?

Answer 13

• Acceptance of responsibility
• Expressions of empathy
• Offers of compensation/help
• Must perceived to be trustworthy, genuine and sincere
• Guilt/shame > Pity