DELIVERING BAD NEWS TACTFULLY & EFFECTIVELY

Robert House (1971) proposed the Path-Goal Theory…it suggests that an effective leader is one who clears and clarifies paths for employees to accomplish both personal and professional goals,” (Reilly & Baack, 2011, chp. 5, sec. 5.2). Moreover, Locke’s (1968) goal-setting theory posits, “Goals clarify performance expectations, establish a frame of reference for feedback, and provide a basis for self-management,” (chp. 5, sec. 5.3).
Reilly & Baack (2011) report, “Vroom’s expectancy theory is, “What determines the willingness of an individual to work hard on tasks important to the organization…Adams’ equity theory is, perceived inequity plays a major role in motivational processes,” (chp. 5, sec. 5.3). These three theories of motivation can help mangers deliver bad news tactfully and effectively in order to meet organizational goals and objectives. Let us look at how we can use these theories of motivation in the case study below.
In this case study, I am a department manager in a mid-sized company that provides technology support services. I have ten employees who are required to maintain a high level of technical expertise and deliver excellent customer service. One of my employees, who has been with the company for two years, is preforming at a substandard level and I have received many complaints from customers and coworkers. In addition, this employee has displayed confrontational behavior which has created a hostile environment. I must meet with this employee and deliver an ultimatum regarding the need for immediate improvement or dismissal.

Let us call this employee John for sake of discussion. John has been called into my office to discuss how to improve his level of performance, deliver excellent customer service, and eliminate his confrontational behavior or he will be dismissed. After discussing the situation with John, I find out that John does not feel that he has a clear set of goals and targets that motivate him. Secondly, he does feel that his hard work will result in any desired level of rewards or recognition. John also feels that he spends more time at work than with his family and he is frustrated and stressed. Finally, he does not feel that he is being treated fair and equitable in comparison with his coworkers. John has agreed that he would like to stay on as employee, but would like to set some specific and achievable goals that will gain him a pay raise, recognition, or promotion, and time off to spend with his family.

Here again, I would incorporate Locke’s goal setting theory with Vroom’s expectancy theory by setting specific achievable and reachable goals to realize strategic organizational and personal goals. In other words, Locke’s and Vroom’s motivational theories can be realized through managers and leaders working with others to set the right goals in the right ways in order to achieve and enhance work performance and job satisfaction. In other words, participative goal setting programs in which supervisors and employees negotiate goal lists and performance objectives can have desired outcomes on both ends.

Adam’s equity theory and the expectancy theory can be incorporated by combining the employee’s belief or buy-in that working hard will have desirable outcomes, such as rewards through fair and equitable means that meet the employee’s expectations.

In conclusion, theories of motivation can help mangers deliver bad news tactfully and effectively in order to meet organizational goals and objectives. An effective leader is one who clears and clarifies paths for employees to accomplish both personal and professional goals. Leaders who inspire motivation must also understand the needs of their employees and help them to satisfy those needs by creating a work environment that is supportive. The work environment should be as fair and equitable as possible. It is important that managers know what their employees want and to help them set achievable work assignments and reward them for successful completion. It is important to access an employees work performance objectives on an annual basis. These theories of motivation can lead to both managers and employees realizing their personal and professional goals, while achieving the organization’s goals and objectives as well.

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Reference:

Reilly, M., Minnick, C., & Baack, D. (2011) The five functions of effective management. San Diego, CA: Bridgepoint Education, Inc.