1. Scenario Selection

Scenario #1

 Motivational Staff Email

Hi Everyone,

I would like to take this opportunity to introduce a new product to our company’s offering. It is a weight-loss supplement regarded as “Weight Loss Optimizer.” It is a product that was being produced by the smaller company we acquired recently. Statements from the company indicate that the product was doing quite well hence the probability of success within this organization is quite high. This is because we have the ability to adjust the manufacturing system in order to accommodate growth. As a company, we also have a large potential sales audience given the similar products that we are producing at the moment.

B1. Staff E-mail: Advantages

Among the advantages associated with the product is that there will not be a need to advance aggressive marketing campaigns for the product since it is not new in the market. People are aware of its existence hence it will become easier to convince them. There is also a ready market for the product given that the company offers other weight loss related products.

Another advantage is that the product augers well with the other weight-loss products being manufactured by the company. This means that the staff will not have to change their ways of operation in order to deliver the new product. When it comes to the growth prospects, the company has the ability to adjust the manufacturing system.

B2. Staff Email: Disadvantages

The success of the product depends on Pills Inc., which is the external business partner responsible for the manufacturing of the pill casing. This is a disadvantage because the staff might do everything right, but mistakes from the external partner might render all the efforts futile.

Another disadvantage is that the production of the product will add to the workload that the staff is already used to. Despite the product being similar to some that are being offered currently, the staff will still be required to adjust some of their working schedules in order to meet the required standards and deadlines.

B2a. Staff E-mail: Disadvantage Mitigation

In order to mitigate the first disadvantage, there will be a need to work closely with the partner to ensure that they maintain the required standards for the product. This will require an employee from the company going down to supervise some of the procedures being undertaken.

The second disadvantage can be mitigated by way of creating more incentive on the side of employees in order to motivate them. This would mean increasing some benefits that they derive from the company. The company would also bring more employees in order to ensure that the existing employees are not affected.

 Motivational External Stakeholders E-mail

Hi Everyone

The company is on the verge of rolling out a new weight-loss product known as the “Weight Loss Optimizer.” This is a product that was being offered by a company we adopted recently. The product seems to be quite effective given that it has been successful for the previous producer. This means the company will be offering consumers something that will add value. The product has an existing market share meaning that the company will not spend a lot on trying to get the product out there. There will also be a continuation of the previous working relationship with the existing partner (Pills Inc.).

C1. External Stakeholders E-mail: Advantages

Among the advantages associated with Weight Loss Optimizer is that it has been proven successful in a previous research study. 90% of the participants lost at least 15 pounds by using the product for a reasonable amount of time. 80% of the successful participants have maintained their weight loss by continuing to use the product. This is very good news for potential customers that would be interested in using the product.

Another advantage is that the product will involve Pills Inc., who will be involved in the manufacturing of the product’s casing. There will be a need to create small loyal, relationships with the partner to enable the business to develop shared visions, goals and strategies. This means the creation of employment for other people in the community while working with a partner that is familiar with the product.

C2. . External Stakeholders E-mail: Disadvantages

There is a probability of skepticism due to the 10% unsatisfied participants from the research study that is likely to occur. When using products that are likely to affect an individual’s body, people want to be 100% that it will work and there ought to be no doubt.  Consumers have to be completely convinced to sway them to use the product.

Another disadvantage is that the success of the product is being gauged by a study that was conducted by another entity. The success story is also being obtained from the initial development company. This is something that viable external stakeholders would be skeptic about since the data presented might not be entirely true. There might be an exaggeration in order to prove that the product is worth undertaking.

C2a. . External Stakeholders E-mail: Disadvantage Mitigation

Potential consumers can be assured that for the 10% of the study participants that the product did not work on was not a matter of the product being inferior, but more of shortcomings are from the customers. Potential consumers will be assured that for the participants that the product did not work with did not follow all the desired protocols of the product usage.

In the second disadvantage, the company will assure the stakeholders that the data provided is reliable as it has been verified. In the long-run, the company will conduct its own research and provide the necessary data to the stakeholders.

 Company Blog Entry

Recently, the company has adopted Weight Loss Optimizer in its product offering. This is a product that has already proven to be successful in the market. Given the capacity of the company, we have the ability to adjust the manufacturing system in order to accommodate future potential growth. The existing infrastructure within the company will make things even easier while bringing this product to the market. This is because there are other weight loss products being developed hence there is the existence of a ready market.

D1. Benefits of the Product

The product will help the users in reducing their weight. This is something that will go ahead into solving a bigger issue that is affecting a huge percentage of the population; which is obesity. By helping the users to reduce their weight, the product will have enabled to mitigate health-related issues that are associated with obesity.

The product will also ensure that the users lead a happy life. This is because losing weight will result to the users having the bodies that they desire. This is something that will help to improve the way they view themselves hence boosting their self-esteem (La Flamme, 2015). The aspect is likely to have a positive impact in their overall life.

The product will also help in improving the user’s hormonal balance. When the body gets rid of excess fat, it helps to get the hormones steady. This helps in maintaining or even further the weightless process.  This is because hormones in the body are responsible for regulation of various aspects that help in the efficient functioning of the body’s organs (La Flamme, 2015).

 Letter to a Business Partner

Dear Susan Jones

Pills Inc.

I am writing this letter in relation to our company’s previous request of having a reduced manufacturing lead time. We had placed this request earlier, but the company declined the request. Your company objected to the request without giving elaborate reasons why it would be impossible.

It is of great importance for the company to have a shorter manufacturing lead time. This is because it will result in fewer lost orders and more re-orders. Shorter lead time results to the company being agile. Statistics from the previous company shows that the product was doing quite well. The only limitations that the company had were limited ability to adjust the manufacturing system to help accommodate growth and a limited potential sales audience. These are issues that we can overcome within our company. This means that the demand will be quite high compared to how it was previously. This means that there will be a greater need to replenish the stock as quick as possible to avoid lost sales or back-orders. As a result, a longer lead time would result in the potential loss of customers to competitors that would willing to fulfill their orders within the desired period. This is not something that the company would want as it would jeopardize its image.

It is the objective of the company to have a long working relationship with Pills Inc. Being in agreement on such things as the desired lead time would go a long way in ensuring that this aspect has been actualized. It would be difficult to work together if the partnership brings inconvenience to the company. For these reasons, we are urging you to consider the objection to a shorter manufacturing lead time.

 

 Response to a Customer

We sincerely apologize for the inconveniences that would have been caused by Weight Loss Optimizer. We are really sorry that you did not experience any positive results upon using the product based on the expectations that you had. However, it was not appropriate to lash out in the manner that you did. This is because the failure of the product to work might have been caused by several issues, and the company might not be at fault. For starters, you have only used the product for one week. This does not sound like a reasonable period to judge a product. You have also not explained how you used the product. A previous study regarding the product showed that 10% of the participants that did not lose weight might have been as a result of not following the program’s protocols as directed.

F1. Necessary Steps to Conflict Resolution

The first step will involve contacting the customer with the complaint using the channel through which the complaint came from.  This will be followed by listening to everything that the customer has to say without interfering. This means listening and paying attention to the issue at hand before providing any response. After the customer has expressed themselves, it will be clear as to where the problem lies. This will help in identifying a resolution.

F2. Resolution Offer to Customer

A resolution offer to the customer will be based on the details that will surface while trying to resolve the conflict. In case the problem is as a result of a fault from the customer on the usage of the product, the company will opt to give the customer another free product. This time round, the client will be advised on the exact steps to take while using the product. By using the product while following the appropriate protocols is likely to bring positive results. However, if the customer is not satisfied with the fact that the product failed to work due to their shortcomings, they would have a refund of the money they spent while purchasing the product.

 Effectiveness if Different Communication Strategies

Internal Stakeholders

Positive

A positive communication strategy that shows effectiveness towards internal stakeholders is the genuine interest that the company shows on the product. This is based on how the company elaborates the product to the relevant personnel. The company has gone ahead to show the staff how they will benefit while working on the product. This gives optimistic prospects to the staff, and hence they are eager to work on this product. There is the feeling among the people that if they work appropriately, everything will be alright.

Negative

A prevalent negative communication strategy is that involving the expression that the success of the product is not completely dependent on the staff. This is because any laxity by Pills Inc., who are the casing manufacturing partner might result in failure of the product. This might result to demotivation of employees since they are not sure whether if they put the desired effort there is certainty of success.

External Stakeholders

Positive

Putting forward Weight Loss Optimizer as a successful product is a positive communication strategy. This is because the assertions are backed by data from previous research. Figures obtained from the acquired company also show this proponent. Such an approach is likely to build the confidence of potential consumers that would want to try out the product.

Negative

Focusing on the failures of the product while highlighting the disadvantages of the product to stakeholders might be deemed as a negative communication strategy. This is something sensitive as it would result to curiosity culminating to several questions. Potential consumers will feel the need to know why the product did not work for the 10%, as they may fall victims upon using the product too.

 Effectiveness of Different Communication Modalities

E-mail

The effectiveness of using the email to communicate with both the internal and external stakeholders is manifested through the speed with which the media passes the information. This is regardless of the distance involved. This medium is also cost effective and easily accessible (Walker, 2014). Apart from the internet connection charges, sending an email is free, and one can send as many messages and documents as possible.

Company’s Blog

A blog entry is effective since it enables the company to showcase that the product is part of the company’s brand. It accords the company unlimited possibilities to help present the product. There is the possibility of presenting the product to the global market too. This helps in increasing the market share hence staying up with the competition (Walker, 2014). The comments posted on the blog will act as a pointer of what the company ought to do regarding the product in future in order to ensure that consumers remain satisfied.

Formal Letter

Using formal letters for communicating with Pills Inc. is effective since it represents some levels of professionalism. As a result, there is a high probability that the letter will get the necessary attention from the recipient. They are likely to read all the details and act upon the requirements enclosed. Such a document is also recorded by the organization for future reference (Walker, 2014). It will be preserved since it is a permanent record for the company.

Social Media

Responding to the customer’s complaint through social media is also effective since it is the channel that the customer used to display their displeasure. As a result, the customer is likely to reply to any communication instigated through social media.

 

References

La Flamme, J. (2015). Pleasurable weight loss: The Secrets to Feeling Great, Losing Weight, and Loving Your Life Today. Louisville: Sounds True.

Walker, R. (2014). Strategic management communication (3rd ed.). Boston: Cengage Learning.

 

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