A common issue I have encountered working with hundreds of speaking and training clients all over the US is failure to deliver bad news in a timely manner.
Most people don’t deliver bad news because they are afraid of the reaction. They know the co-worker, employer or customer will be unhappy, maybe even angry. And yet all of those reactions are so much worse the longer you delay. There are keys to delivering bad news quickly in a way that’s designed to minimize fallout and prevent big reactions.
What to Do:
• Prepare Do your homework. Get as much information as you can. Get all the facts and have solutions to the issue already in mind.
• In person and timely If at all possible, go and deliver the news in person and do it immediately. Never deliver bad news in snail mail or email. It’s cowardly.
• Be direct, clear and honest Tell them exactly what’s happening, why and what you can do about it.
• Demonstrate Empathy and Compassion Acknowledge that this is upsetting to them. Truly listen and say things like, “I understand.”
• Show them a way out- a positive solution. Spend most of the conversation on the solution and how this will help them. If you don’t have one, brainstorm with them about possible ways to resolve the issue.
• Key words to avoid and to say instead (from Kristin Robertson, KR Consulting)
AVOID THESE SAY INSTEAD
“ You should” “We can do this together- let me show you”
“ You can’t” “One alternative for you would be”
“ I can’t” “Here’s what I CAN do for you”
“ No” “I’m sorry- that’s not possible because”
Always reference what’s in it for them.
• Listen fully and correct any misunderstandings. Get your information and promises correct and keep them to the letter.
• Ask for their continued support and willingness to work with you. Express your sincere desire to have an ongoing positive relationship and ask them to give you the chance to make it right.
All of us face challenges and problems in our businesses, and we all have bad news to give at some time. The way you do it makes all the difference in the outcome.
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