Read the following excerpt from an e$-$mail message sent by a CEO to $400$ company managers at a high$-$tech company called Cerner:

$"$We are getting less than $40$ hours of work from a large number of our K$.$C$.-$based EMPLOYEES. The parking lot is sparsely used at $8$ A$.$M$.$; likewise at $5$ P$.$M$.$ As managers$$you either do not know what your EMPLOYEES are doing; or you do not CARE. You have created expectations on the work effort that allowed this to happen inside Cerner, creating a very unhealthy environment. In either case, you have a problem and you will fix it or I will replace you. NEVER in my career have I allowed a team that worked for me to think they had a $40-$hour job. I have allowed YOU to create a culture that is permitting this. NO LONGER.$$

The message goes on to list six potential consequences for not having the company parking lot mostly full at $7$:$30$ A$.$M$.$ and $6$:$30$ P$.$M$.$ on weekdays. It also sets a deadline of two weeks for managers to make changes.

Step $1$: Now assume the role of a manager receiving this communication as you answer these questions:

What do you think the CEO expected to achieve by sending this message? $($Apparently he wanted his managers to redouble their efforts in improving productivity.$)$ Do you agree with the CEO$$s focus on the parking lot as a reflection of work commitment and productivity? $($Answers will vary; In general, productivity will not increase just because more cars are in the lot and employees are at their desks for longer hours.$)$

Did you react with defensiveness or disconfirmation to this message? Explain your answer. $($Students are more likely to react with defensiveness because of the attacking tone of the message.$)$

In this situation, what effect do you think your reaction had on your ability to listen? $($Students will probably not be able to listen because they will be constructing a defense to this attack.$)$

Do you think this message conformed to the principles of supportive communication? Refer to specific attributes in your answer. $($Students may identify a number of principles that have been violated. For example, this is primarily person$-$oriented communication rather than problem$-$oriented communication. It is also evaluative rather than merely descriptive, and it invalidates rather than validates individuals.$)$

Once you have answered the above:

Step $2$: The e$-$mail message above was actually sent and that after someone in the company posted it on the Internet, the company$$s stock dropped $22$ percent in three days. The CEO quickly sent out an e$-$mail apology, saying he was exaggerating to drive home his point and only wanted to spark discussion of the issues. Now ask students to assume the role of the CEO as they answer these questions:

$1.$ Is this situation an opportunity for coaching or for counseling? Explain your answer. $($The CEO apparently saw this situation as an opportunity for coaching$$improving performance by focusing on abilities$$when it actually called for counseling$$helping employees recognize the problem and focus on attitudes.$)$

$2.$ How might you have used descriptive communication to highlight the issues in this situation? $($Students may suggest various methods, such as making a more concrete connection between the company$$s challenges and goals and the productivity of the workforce and focusing on the development of solutions rather than placing blame.$)$

$3.$ How might you have used validating communication to encourage understanding, flexibility, and two$-$way exchange of ideas? $($Students may offer different ideas, such as using a respectful tone, asking for alternative solutions, and displaying flexibility.$)$

$4.$ How might you have encouraged listening and responding in this memo? $($Again$,$ students may suggest different ways, such as offering counseling where appropriate.$)$

$5.$ In your role as CEO, rewrite the memo to communicate supportively in a way that will achieve the objective of improving productivity.

$6.$ Other than sending an e$-$mail message, how might you have managed communication in this situation? $($Students will certainly offer a variety of alternatives, including in$-$person communication that would be superior to the use of e$-$mail in this situation.$)$