A crucial aspect of senior positions involves delivering bad news to others. Although difficult, it is an essential career skill to have. Good client relationships can be hurt or even destroyed, reputations can suffer, and your leadership may be questioned when bad news is delivered in a way that is not clear, considerate or competent. Below are seven tips for delivering bad news both skillfully and in a way that will help you maintain relationships and enhances your reputation as a leader.
- Don’t Rush
Don’t rush to have the conversation or while in it. Take time to plan and prepare – even if it is only for 10 minutes. Pause and evaluate timing – is now the right time? Would waiting a few hours, or even a day, be better? Think about location as well. In most instances, you want to do it face-to-face. Think about how you will frame the bad news. What questions can you anticipate? Step into their shoes and use their perspective to shape the delivery. Are there positive aspects in the situation for moving forward? What are the next steps? Being prepared allows you to deliver the news with clarity, honesty, and consideration.
- Use the Arc
Conversations typically have three arcs — the beginning, the peak and the closing. In the beginning, you want to reduce the surprise as much as possible. Never modify or edit news to make it more palatable, as this can make it open to incorrect interpretations. At the peak, take care to watch and listen. Be aware that for some people, the news may affect them so strongly that they are unable to focus or process what you say next. Proceed only when it is clear they are able to do so. Be empathetic. Acknowledge their feelings. Ask if the recipient has any questions. During the closing, identify solutions and ways to move forward. Find the silver lining and, where possible, offer hope. This will help the other person focus on the positive and possible next steps for moving forward as the conversation closes.
- Reduce Surprise
As mentioned above, give recipients advance warning whenever possible. When setting up the meeting, you might describe the focus as “changes in the office” or “new directions”. If a heads up is not possible or advisable, you might start the meeting with “I have some bad news”, “I wish the news I had for you were better”, or “I am sorry to have to tell you”.
- Stay Calm
The attitude of the person providing the bad news is key in such conversations. A composed and professional attitude will help you speak in a clear manner and allow the recipient to remain calm. Preparation will greatly help with this. Emotions can be contagious, so monitor how you are feeling in the meeting. Take deep breathes and exhale slowing if you feel yourself getting upset – it will allow your body and mind to calm.
- Be Empathetic
To show that you are listening and empathize, be able to recognize and acknowledge the other’s feelings. To do this, paraphrase their words, or even repeat what they have said. Repeating their words is very easy, and will show the other person that you have heard them. This realization helps to reduce anxiety, anger, and other negative feelings.
- Find a Silver Lining
Bringing forward solutions or positive aspects, where they exist, allows the focus of the conversation to shift, and helps the person to move forward. In preparing for the conversation, identify solutions or next steps. You will also want to provide them with choices. You might ask “would they like to hear some solutions or ways to deal with this situation”? By acknowledging them in this way, you are showing them respect and consideration.
- Know Your Audiences
It is also important to be aware of how others may view the news; to ensure that if it does impact them, they don’t hear it second hand. Try to understand the perspective of the various affected audiences, and imagine how such news will be received. Then determine the message you want them to have.
Delivering bad news is more of an art than a science. However, by following these seven tips, you will be able to deliver bad news in a way that not only allows for the best reception, but also for the greatest possibility of maintaining relationships.