Hello, Marriott associates. Because of the profound impact COVID-19 is having on so many of us around the world, this is the most difficult video message we have ever pulled together. Our team was a bit concerned about using a video today because of my new bald look. Let me just say that my new look is exactly what was expected as a result of my medical treatments. I feel good, and my team and I are 100 percent focused on overcoming the common crisis we face. Now, let’s talk about that crisis

In terms of our business, COVID-19 is like nothing we’ve ever seen before. For a company that’s 92 years old—that’s borne witness to the Great Depression, World War II, and many other economic and global crises—that’s saying something. But here are the facts.

COVID-19 is having a more severe and sudden financial impact on our business than 9/11 and the 2009 financial crisis, combined. In most markets, our business is already running 75 percent below normal levels. The restrictions on travel, gatherings of people, and required social distancing are having an immediate impact by depressing demand for our hotels.

Given these circumstances, we’ve been forced to take proactive steps to respond to the crisis and are putting into place business contingency plans globally. We’ve worked to take controllable costs out of the business. We have paused all new hires, except a small number of mission-critical positions. We have stopped all hotel initiatives for 2020 and have gone dark on our brand marketing and advertising. Both Mr. Marriott and I will not be taking any salary for the balance of 2020, and my executive team will be taking a 50 percent cut in pay. More details about these actions and what they mean will be shared through local HR teams.

While it’s impossible to know how long this crisis will last, I know we, as a global community, will come through the other side. And when we do, our guests will be eager to travel this beautiful world again. When that great day comes, we will be there to welcome them with the warmth and care we are known for the world over Together we can, and we will overcome this, and we’ll thrive once again. Thank you and be well.38

Questions

1. What is the effect of Sorenson’s opening remarks about his newly bald appearance?
2. Is the speaker’s purpose informative or persuasive?
3. How does the speaker demonstrate empathy with the audience?
4. What is the speaker’s final thought? How appropriate is it, given his topic, purpose, and audience?