Knowing_Your_Audience

Knowing Your Audience On August 5, 2010, the world was informed that 33 Chilean mine workers had been trapped. The mining company, Minera San Esteban Primera, had to take the difficult task of informing families and employees of the company about this fatal accident. It was important for the information that was given to be informative and thoughtful, while also taking into account that the message was delivered to two different audiences. There are many diverse types of audiences and a number of different ways an audience may be willing to receive what is communicated. Some groups may be willing to embrace the information whereas others may be extremely unwilling. When communicating information, it is important to prepare a broad communication plan that will be aimed for more than one type of audience as well as having more than one type of communication channel. It is important to remember that there are different roles and people in an audience. An audience can hold a variation of values, such as social, cultural, political, and religious. When information is given, it is important to consider who needs the information, who will hear it, and what roles the audience is going to take. The audience must understand the information that is being given, and they will hence think about whether or not their expectations have been met. In this case one of the most affected groups in the audience is the families of the miners. In a frightening incident such as this, it is crucial to find what potential needs that the families of the miners will have in receiving this message. By giving and offering support to the families and acknowledging that there may be resistance, anger, or a sense of loss, the families will sense the importance of this situation. The families will need to know if there are any updates or changes to the existing problem. It is also crucial to provide tools, such as counseling and a direct contact, which may help or ease the families emotionally. Good communication between the sender and the families requires special skills, such as good listening techniques, judgment, kindness, thoughtfulness, empathy, and sympathy. These are some of the potential needs that can be given to the families to offer support. The company’s employees also have potential needs when receiving messages about this incident, but their needs will differ from the needs of the families. Providing as much information about the incident as possible, making sure that there is clarification, and describing the benefits of any changes are important factors in creating a transparent process in dealing with a catastrophe. By doing this, the employees will be informed, which in turn can avoid misunderstandings of possible rumors. The employees need to be updated with changes, or possible changes that will be occurring, and how and when these changes will be implemented. Just like the families, employees should be provided with support and resources that will help them cope emotionally. To ensure that the message being delivered before and after has been received as intended, there are actions that can be taken to make certain that the same information has been understood by the sender and the receiver. First, one needs to determine what needs to be said and why. The sender of the information needs to fully understand the intention and goal of the message. The sender also needs to identify who the audience is and what the specific purpose is in informing this particular audience. Second, one needs to figure out how the message will be said. The sender needs to keep in mind that what matters is how the message is said, and not what is being said. Third, it is vital to listen to the audience. Communication is a message that flows back and forth between the sender and the receiver. The sender needs to look for feedback and clues from the audience to know that they have understood. Open-ended questions can be asked to ensure that the message has been understood correctly. Nothing guarantees that the communication will meet and fulfill the expectation of the message being delivered. If there is respect and understanding, the message has probably been sent and received in a successful way manner. Here are two examples of how the message regarding the incident on the miners could be delivered to two different audiences. First, the families will be informed face-to-face, and second, the message will be delivered to the company’s employees via e-mail or through a memo. Good Evening, Mrs. XXX. My name is XXX and I am here representing Minera San Esteban Primera. I am afraid that I have some bad news regarding your husband. There is, however, no reason to panic and I can assure that everything will be alright. The San Jose mine has caved in, leaving 33 workers trapped underground, and unfortunately your husband is one of them. We would like you to know that we have rescuers drilling holes to attempt to locate the workers. We do not yet have one hundred percent confirmation on the exact state of well being of the workers. But I can assure you that we have hundreds of personnel working around the clock to ensure the safety and wellbeing of these brave men. My company wants to extend our condolences and utter most sympathy to you and your family. We are here to support here to support you and your family in this difficult time. On behalf of our company, we want to offer you this direct number that will keep you informed of the rescue process: 1 800 555 5555. We will also offer counseling with any emotional distress that this incident may cause you and your family. Now, are there any questions or concerns that I could be of help with' Dear Employees, As president of Minera San Esteban Primera, I am afraid I have to inform you about some bad news. The San Jose mine has caved in; leaving 33 of our workers trapped underground. I want you all to know that we have rescuers drilling holes to attempt to locate the workers. I do not yet have one hundred percent confirmation on the exact state of wellbeing of the workers. I can assure you, that we have hundreds of personnel working around the clock to ensure the safety and well being of these brave men. Until further notice, all other operations will be put on hold, so that we can give our full attention to rescuing our 33 coworkers that are trapped in the mine. This means that all employees have been excused from work with pay, until further notice. Let me assure you that the company is here to support our employees in this difficult time. We are offering all of our employees this direct number that will keep you informed of the rescue process: 1 800 555 5555. We will also offer counseling with any emotional distress that this incident may cause you and your family. Yours Sincerely. References Welk, J. (2010, August). Over 30 workers trapped after Chilean copper mine collapse. Metal Bulletin Daily, (224), 65.