Case $2\mathrm{.}1$

B$.$F$.$E$.,$ Inc. is changing its employee benefits plan. Some of the changes will be positive and some will take current benefits away. As vice president of human resources, Cynthia is concerned that the communication to the employees be as accurate as possible. When the changes are communicated from management to the employees, a small group of employees reacts negatively. The employees don't like the changes and feel the company once again is taking advantage of them, even though the positive changes outweigh what is being taken away. A representative is sent to Cynthia to express their concerns. Cynthia is very concerned that she understand this group's concerns.

Refer to Case $2\mathrm{.}1.$ In order to better understand the disgruntled employees' concerns, Cynthia needs to

use clear, concise language.

use her active listening skills.

use horizontal communication.

engage in squelching grapevine communication.