Communicating Bad News

Deliver bad news, if the communication is up, down or across the organization, a difficult task. Two questions are often noted in this dilemma:

(1) As the structure of news and bad news

(2) How to communicate the bad news.

As the structure of the message Bad News

Answer the difficult questions in advance. The best way to send a nasty message structure is to answer the tough questions in advance. For example, if a manager has to announce layoffs, should respond to itsEmployees specific questions first rather than beating around the bush. Employees are probably questions: How does this affect me? What is my compensation? When will this happen?

Be direct. Be honest but sensitive. Avoid the use of language to evade responsibility or attempts to hide the problem. Besides the point of the active voice that speaks of taking responsibility. For example: "I have reviewed your application for a marketing assistant, but unfortunately I can not squeezemore from this year's budget. "

Use clear language. All too often vague statements lead to misunderstandings and misinterpretations. The first samples of what you say to avoid the need for incomplete or vague. Use simple sentences and language in order to deliver the bad news.

Concentrate on what can be done. In the midst of a crisis, often react negatively to things beyond our control. Or say no, what can be done. In a bad message news for the Focuspositive about what can be done. For example, when talking with a customer on a deferred replacement delivery, the negative language: "We can not complete the order by June 19," with positive language: "We are able to complete your order before June 30."

We deliver the bad news message

Avoid e-mail. If you have never opened an e-mail with bad news, might be perceived a lack of respect and empathy, if not obvious passive aggression. Without doubt, e-mail is a very impersonalcommunicating bad news. Most people can better understand and accept the bad news when it is delivered in person.

Use one-on-one dialogue marketing. Face to face communication allows gestures and body language to help in the transmission of sound and genuine expression of regret and concern. It also allows for interaction and feedback, and perhaps a greater acceptance of bad news. If face to face is unavailable, use the phone. Because the person does not speak ofRead your body language or see your facial expressions, it is important that you keep your voice strong and positive tone of your voice.

Hearing. The recipients of bad news, you probably have questions and concerns. Show them you understand their feelings, focusing on what they say. Take notes, ask clarifying questions and paraphrasing their concerns. For example, say "I hear you. I know this is not easy to accept."

Be calm and composed. Watch your behaviorand attitude when under stress. It 'easy to get consumed with the reactions of others and to resort to defensive behavior. Everything is under control and self-control your feelings, words, voice and body language.


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