Page 166 - Communication in Organizations Basic Skills and Conversation Models
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Appendix A 155
Step The group is divided into subgroups of three students (A: complainer, B: person who has to
3. deal with the complaint, C: observer).
Step Each subgroup conducts three role plays. Those who have to deal with the complaint should
4. use the conversation model and skills
discussed in Chapter 9 (see Figure 9.1). Observers should give feedback using the rules
mentioned in Appendix B on role plays (pp. 186–191).
Chapter 10 Breaking bad news
Divide the group into subgroups of three. Each participant alternately plays the role of the
breaker of bad news, receiver of bad news and observer.
Exercise 10.1 Bad news
Description of the situation
In their third year at a hotel management school the students have to write a (compulsory)
report on an organizational theme. They do this in pairs. Quite a few hours of work are
involved and the idea is that quite a lot of research is done and that it is written according
to the specific guidelines for these types of reports. The teachers involved hold
consultation sessions in order to keep an eye on the progress made with the reports. The
students Bob and Anna are working together as a pair. They have already had two
interviews about the progress of their report. The teachers were not very satisfied with
what had been presented so far and are insisting that more time be put in on the report
since the due date is in sight.
Role of Bob
You are working together with Anna on a report. Up till now you have invested more
time on this than Anna since she still has some re-examinations and couldn’t find the
time. You have been to the library and conducted a literature study. You have also put the
structure of the report on paper and have already written the introduction. You are not
really getting much done, but Anna has promised to work hard on it from now on. You
have decided to get together to discuss the progress of the report and to divide the work
for the coming weeks.
Role of Anna
You are working together with Bob on a report. Bob has done all the work so far because
you were busy with some re-examinations. You are really pushed for time. Apart from
the exams there are also a couple of (private) matters (think of some) that will prevent
you working on the report in the future. You decide not to hand in the report this year
since you don’t have time to work on it. Today you have a meeting with Bob about the
