How Do Good People Deliver Bad News?
If you are successful in business, sooner or later you’re going to have to give someone bad news. For some of us telling people things they don’t want to hear is a regular part of our job.
The bad news may trigger erratic or aggressive behaviors in the recipient. A little advance preparation can minimize the possibility of some adverse behaviors.
1. Scope out the room.
Think over the layout of the furniture. Do what you can to minimize the possibility that the recipient of the bad news will be between you and the exit. In any case, make certain you keep the person receiving the bad news in full view and don’t turn your back.
2. Put on your rhino skin.
When you give someone bad news, it is likely they will blame you. This is true even if you are only the bearer of the news. Be prepared to receive the brunt of their shock, anger and disappointment. Maintain your own professional distance. Adding your own agitation to the interaction will only exacerbate the situation.
3. Provide face saving measures.
Correcting someone else is often embarrassing for them and may trigger anger and defensive mechanisms. It is best to conduct such interactions in private to avoid exposing the person to embarrassment from others. Privacy can be maintained even with the addition of a third party observer. Maintain a polite and respectful demeanor.
4. Maintain objectivity.
Don’t preface your statements with, “You may not like this…” or “I’m sorry to be the one to tell you this…” Take the Joe Friday approach. Present the facts as objectively and briefly as possible, as long as you maintain a respectful tone.
5. Empathize, don’t sympathize.
Try to imagine how the other person might feel without being drawn into an argument. You might say something like, ” It must be difficult to hear this. Let’s talk about what your next step could be.”
6. Provide a strategy.
You may not be able to change the bad news, but you can offer some suggestions to get the person moving along a positive path. Always provide the person an avenue to preserve their dignity and self respect.