Techniques for Delivering Bad News

Delivering bad news can be the worst part of the job for any manager. That's not because the truth, on its face, is difficult to convey. It's the anxiety of the possibility of handling it poorly—and knowing that doing so can worsen the impact on your employees, their productivity, and your whole company. Finding the best way to cushion the blow on everything from layoffs to salary freezes to personal reprimands is something that troubles even the leaders of country's top companies. No one likes having the painful conversation—but meting out the bad with the good is a part of the job as a manager.

10 Tips for Delivering Bad News in the Work Place

i)Set the stage. When framing your delivery of the news, first try to get into their heads and think about what’s important to them. Think about how the news will impact the audience and also think about how it impacts you. Then relay that information. By revealing your personal feelings about the situation, you can build a rapport and practice empathy that can help to fend off the audience’s natural reactions which may be anger, resentment, cynicism, or any number of other feelings.

ii)Be direct. Avoid talking too much and clouding the issues. It’s important to succinctly explain the situation and the steps that must be taken.  Don’t try to sugar coat the message because you’ll likely end up confusing your audience.

iii)Acknowledge the problem. When bad news has to be delivered despite the hard work and efforts of the team, it is imperative that you acknowledge and recognize their efforts and then carefully explain the decision along with the plan for turning things around.

iv)Know what you want the audience to feel, think or do after they hear your news. Then, as you’re framing your delivery, be sure to communicate the facts, the steps that are being taken, and what you need them to do.

v)Practice. As with just about anything, practice makes perfect. By rehearsing the conversation, you’ll become more comfortable and confident about what needs to be said.  And, when you deliver the news with confidence, your audience is much more likely to not only respect you, but also be able to accept that the bad news is out there and you’re now doing everything you can to make things right.

vi)Stay on topic. When having to deliver bad news, it’s very easy to take an off-ramp and become side-tracked as a way to avoid the inevitable. By doing this, you’re only making the task harder for yourself and more confusing for your audience.

vii)Don’t let your audience steer the conversation. Bad news can make people emotional, particularly when it involves performance feedback or the need to terminate employment.  Acknowledge the other person’s feelings, give them a minute (or 10) to collect themselves, and move forward with the conversation. Putting it off for another day doesn’t help anyone in the long run.

viii)Provide alternatives. When it’s necessary to provide critical feedback, it’s necessary to also provide alternative actions as well as a timeline for completion. While you may have some concrete ideas for actions that need to be taken, you’ll be better served by following the next two steps before firming up your plan.

ix)Ask for feedback. Ask your audience open-ended questions that are directly related to the issue at hand and do what you can to make the environment safe enough to allow the person or people to feel comfortable sharing their thoughts and ideas.

x)Listen. There are a few clichés that are apropos to this sort of situation. Namely, silence is golden. By not speaking and trying to fill in the gaps in the conversation, you are opening the door for the other person to provide feedback and to communicate what they really think.  If you try to lead the conversation, you’ll likely just end up with your audience parroting the ideas you’ve just planted.  In addition, make sure you’re actively listening to what they have to say rather than thinking about how great it will be when the conversation is finally over.  By listening, you’ll be much better able to work with the person or team to move beyond the bad news and begin the work that needs to be done to rectify the situation.         

  Personal View

The above article describes the technique that should be followed while delivering the bad news messages. Delivering bad news is the most difficult part in the business. So this news should be delivered sensitively. For delivering bad news follow the following pattern:

 1.     Buffer

Buffer means giving a non-threatening introduction to the topic. It is used to reduce the pain of the receiver. Good buffers avoid revealing the bad news immediately but they do not convey a false impression. Buffering involve

a.     Best news: Start with the part of the message that represents the best news.
b.     Compliment – praise the receiver's efforts but with honesty and sincerity.

c.     Appreciation – admire the receiver for his sincere efforts and avoid thanking the recover for something you are about to refuse.

d.     Agreement – make a relevant statement with which both reader and receiver can agree.

e.     Facts – provide objective information in order to introduces the bad news.

f.      Understanding – show concern towards the reader.

2.     Presenting the reasons

Next step to be followed in delivering the bad news is presenting the reasons for refusal of request.

a.     Being cautious in explaining – While explaining the reasons for the refusal of request always remember not to use such words, which can cause legal problems.

b.     Citing reader or other benefits if plausible – If possible then show how your decision is beneficial to receiver as well as others.

c.     Explaining company policy – instead of hiding behind company policy, explain it and don't use it as an excuse for the refusal of request.

d.     Choosing positive words – avoid using negative words because such words can hurt the felling of the reader.

e.     Showing that the matter was treated seriously and fairly – make the receiver believe that the decision taken is just and fair.

3.     Cushioning the bad news

  Although you can’t prevent the disappointment that bad news brings, you can reduce the pain somewhat by breaking the news sensitively.

a.     Positioning the bad news strategically – instead of revealing the bad news straight away try sandwiching the news between other sentences.

b.     Using the passive voice – passive-voice verbs enable you to depersonalize an action. Whereas the active voice focuses attention on a person. Using passive voice is more beneficial.

c.     Accentuating the positive – describe the receiver what he can do instead of what he can’t do.

d.     Implying the refusal  - Be certain that you make the bad news clear, thus preventing the need for further correspondence.

e.     Suggesting a compromise or an alternative – suggest a compromise or an alternative, if available.

4.     Closing pleasantly

After explaining the bad news sensitively, give a pleasant and personalized closing to your message in order to promote goodwill of the business.

a.     Forward look – anticipate future relations or business.

b.     Alternative – suggest more alternatives if available.

c.     Good wishes – offer good wishes and compliments.

d.     Freebies – when customers complain, companies can send coupons, samples, or gifts to restore confidence and to promote future business.

e. Resale or sales promotion – when the bad news is not devastating or personal, try referring to resale information or promotion .

     

Reference

10 Tips for Delivering Bad News in the Work Place. (n.d.). MBA-Online-Program.com | Directory of Online MBA Programs. Retrieved from http://www.mba-online-program.com/10-tips-for-delivering-bad-news-in-the-work-place

How to Deliver Bad News to Employees | Inc.com. (n.d.). Small Business Ideas and Resources for Entrepreneurs. Retrieved from http://www.inc.com/guides/201101/how-to-deliver-bad-news-to-employees.html

Business Communication: Process and Product by Mary Ellen Guffey & Dana Loeury

Direct & Indirect pattern

The direct pattern can be used when the audience prefers the bad news first and is not involved emotionally. 

Three parts to this method:

 (1) Bad news: state the bad news up front.

 (2) Reasons: Explain the reasons for the bad news and offer some alternatives if you can.

(3) Closing: Close with a positive statement—something aimed at soothing the reader. Express interest or encouragement. This pattern is often used to deliver bad news through internal memos, routine messages to other businesses and in situation that demands firmness (e.g. rejecting job applicants)

The indirect pattern when the audience is emotionally involved and will be displeased with the bad news. 

There are 4 parts to this method: 

(1) Buffer: open with a neutral but meaningful statement that does not mention the bad news.

(2) Reasons: explain the causes of the bad news before disclosing it. 

(3) Bad news: Reveal the bad news without emphasizing it. Provide an alternative or compromise, if possible.

(4) Closing: End with a personalized, forward-looking, pleasant statement. Avoid referring to bad news. This pattern is efficient for situation like: bad news about orders or products, denials or routine requests or invitations, refusal of claim adjustments or credit, bad news about people. 

Personal Opinion:

I feel that the above mentioned approaches can prove to be very helpful in delivering bad news messages. As stated above, if sender feels that the receiver can strongly face the bad news then sender can use Direct Approach i.e. sender can straightaway deliver the bad news as well as reasons for such bad news.
But if sender feels that the receiver cannot strongly face the bad news then sender must use Indirect Approach which includes buffering then reasoning then announcement of bad news and at last positive closing.

                                                             Question:
Do you feel that following indirect approach can help in reducing bad feeling associated with bad news?
                                                            

References

Delivering Bad News | How to deliver bad news. (n.d.). Retrieved from http://deliverbadnews.files.wordpress.com/2010/02/top-ten-key-points-to-deliver-bad-news.pdf

Goals in communicating Bad news messages

Primary and Secondary Goals

In communicating bad news, there are few primary and secondary goals that must be kept in mind. The primary goals are to make the receivers completely understand and agree to the negative messages, and to keep a good relationship with them. The secondary goals are to minimize the bad feelings of the receiver.

Primary Goals:

1) Make the receiver understand the reason completely and clearly.

2) Ensure that receiver feel comfortable and not broken hearted by consoling him in a positive tone.

3) Present a positive image of you and your organization.

Secondary Goals:

1) Minimize bad feelings of the receiver by conveying the message sensitively.

2) Make the receiver believe that decision taken is just and fair.

3) Maintain pleasant relations with receiver for future dealings.

4) Avoid creating legal liability for you and your organization.

Question:

Do you feel that above mentioned goals can reduce the bad feelings of the receiver of bad news?

                                             Reference:  

             

•   Business Communication : Process and Product by Mary Ellen Guffey & Dana Loeury

3x3 Writing Process

Writing bad news requires the use of the 3-X-3 writing process. It is especially important to be precise in the crafting of bad news letters to avoid the consequences of a poorly written one. Phase 1: analysis the bad news, anticipate its effect on the reader, and adapt reasonable measures. Phase 2: research the information, organize your writing, and then compose. Phase 3: revision your writing, then at last proofread, and evaluate.

Video

Personal View

It is true that the way of writing a bad news can hurt the feelings of a person more than the message itself. So, certain techniques can help sender in delivering bad news sensitively. 

The above video clearly describes the process which include 3 phases:

1st phase: Prewriting, which includes Analyze, Anticipate and Adapt.

2nd phase: Writing, which includes Research, Organize and Compose.

3rd phase: Revising, which includes Revision, Proofread and Evaluate.

One should strictly follow the above stated process in writing in order to convey the bad message in a positive tone and to minimize the bad feelings of the receiver.

Question

Do you feel that 3x3 Writing Process is really helpful?

Reference

3x3 Writing Model. (n.d.). YouTube. Retrieved from http://www.youtube.com/watch?v=QYueLjSIS-Q

Delivering Bad News | How to deliver bad news. (n.d.). Retrieved from http://deliverbadnews.files.wordpress.com/2010/02/top-ten-key-points-to-deliver-bad-news.pdf

Good guy Syndrome

The Plight of the Corporate Martyr

CASE - Eric was a brilliant technical architect who was participating on a proposal team for a huge deal. Prior to "The Big Presentation", he came up with a brilliant idea. He would print out a giant diagram of the system design, which could then be proudly displayed during the presentation and left as a prominent artifact for the prospect. To do so, Eric ran down to the local Kinko's to print out the drawing on their large format printer. Upon arriving, he found that the printer was broken. They recommended that he could drive 10 miles to the next Kinko's to use their functioning printer. Not Eric. As a self-admitted overly nice guy, he ended up working through the night at Kinko's to help them fix their printer. While he succeeded in repairing the printer, he was completely spent for the presentation the following morning and for several days thereafter. Corporate Martyr; yes or no?

Actions like Eric's are not uncommon in the business world, as workers aim to please their managers, co-workers, customers, suppliers and peers. However, when these efforts become so self-sacrificing, a real cost emerges as the overly nice guys kill themselves in the pursuit of making others happy. 

Personal opinion

The above example clearly describes the meaning of Good guy syndrome. In the above example, in order to maintain good relation in future Eric sacrificed his presentation for repairing the printer. It would have been more comfortable for him to go to another Kinko's, and get the print of the giant diagram of the system design, get a good night's sleep, and then participate in the presentation in a meaningful way. If he still felt it appropriate to help Kinko's, he could do so after the presentation was over. In this way he would have not harmed himself as well as his organisation. Actions like Eric's are not uncommon in the business world, in order to have good relations in future, people make legally dangerous statements to make themselves as well as receiver fell better.

Question

1) Do you feel good guy syndrome is beneficial for business in long term?

Citation

Russ Edelman: Nice Guy Syndrome: The Plight of the Corporate Martyr. (n.d.). Breaking News and Opinion on The Huffington Post. Retrieved from http://www.huffingtonpost.com/russ-edelman/nice-guy-syndrome-the-pli_b_116117.html

Careless Language

Careless language creates hassles

How easy it is to misuse words and get into trouble. The editor of the Encyclopedia of Christian Civilization is in the midst of such trouble right now. George Kurian has spent the better part of three years labouring at a four-volume work that may very well never see the light of day because some of the words he's chosen to include have raised the hackles of others involved in the project. Never mind that nearly 400 contributors have written some 1,300 articles that suit all the requirements. "Triumphalist" language, particularly in the introduction, has raised suspicions, and now the integrity of the entire undertaking is under review.

The particulars of Kurian's case have in many respects ceased to be the issue. Reputations are on the line. The vaunted reliability of a publishing house is being called into question and members of an editorial board are suddenly keen to justify the inclusion of their names on the committee. Kurian gives no credence to the complaint and has many arguments to make about rights and process. If anything, he's ratcheting up the rhetoric. A solution seems distant. Words fly, but understanding fades.

This situation illustrates a common problem. True dialogue, what Regent College professor Craig M. Gay calls "a posture of genuine conversation," is hard to come by. Consider, for example, the words used in the public exchange about abortion. Pro-life or pro-choice? Anti-choice or pro-abortion? Too often people stake a stand on a bumper-sticker description of themselves and a cavalier dismissal of their opponent's point of view. Dueling monologues stifle careful debate. Rarely do they pause to consider the common ground, the concern all share for the wellbeing of women and children. A dialogue of the deaf ensues and zeal--not commonweal--carries the day.

Gay understands something of both the value and danger of words. He knows we cannot live without them, yet he's mightily disturbed by the way we often use them. His new book--Dialogue, Catalogue and Monologue--begins with a description of some aspects of the problem. "We've become used to the fact that many of the words that reach our eyes and ears are full of deceptive subtleties and half-truths," the "spin" employed by politicians, preachers, advertisers, media producers, lawyers, university professors and others who end up using words "mendaciously and manipulatively."

He also deplores the plethora of "foolish words that fail to shed light on our circumstances," the background "chatter" of "empty words not really intended to communicate anything at all but spoken either to titillate and entertain or simply to fill what vacant time and space there may happen to be." According to Gay, "such chatter is not always deceitful. It is often well intended and sincere, but it fails to disclose the truth of things. These foolish words are, like the advice of Job's friends, 'without knowledge'--obscuring and not illuminating our situations."

Words can be hurtful as well. "Words can obscure the truth of things. They can drive us away from each other, and they can prevent us from knowing and becoming ourselves. Indeed, words can crush our spirits more efficiently and effectively than perhaps any other single agency."

But despite the dangers, words are necessary. "Words are at the essence of our existence; the quality of the words we hear and speak all but determines the quality of our lives. Indeed, the One who said that heaven and earth would pass away but that His words would not also said: 'I tell you that [you] will have to give account on the day of judgment for every careless word have spoken. For by your words you will be acquitted, and by your words you will be condemned' (Mt 12:36–37).

"If we are to be acquitted or condemned on the basis of our words, this is only because we are to be judged as responsible human persons, and responsible human existence hinges to a very large degree on the words that we speak," writes Gay.

Genuine dialogue means being careful with our words. It means working with our listeners long enough to ensure that what we are saying is what they are hearing. And vice versa. Truly effective communicators must first be careful listeners.

Personal Opinion:

The above article describes how careless language can create problems. Your careless words can anytime put you in trouble. One should be capable of communicating his message in the way he intended to in order to avoid misinterpretations. Person should always be very specific in communicating his message, he should not use such word which could be misunderstood by the receiver and the receiver in turn take any legal action against you for the same.

Question:

What can be the consequences of careless language? What steps can be taken to avoid careless language? 

Reference:

ChristianWeek | Careless language creates hassles. (n.d.). ChristianWeek. Retrieved from http://www.christianweek.org/stories.php?id=396&cat=record

Verbal Abuse in the Workplace. (n.d.). Buzzle. Retrieved from http://www.buzzle.com/articles/verbal-abuse-in-the-workplace.html

Abusive Language

Legal Options for Verbal Abuse

Verbal abuse can be tricky to deal with legally. Because of the nature of verbal abuse, stories change, so there is no exact record of who said what. People might also lie after the fact. This makes it difficult to take legal action against someone who is verbally abusive. There are a few options available, but it is important to consult with a lawyer prior to taking legal action.

Statements

• If there are any witnesses to the verbal abuse, ask them to sign affidavits. These are written statements where the witnesses describe what happened, in their own words. Make sure these statements are signed, and include the witnesses' contact information so that a lawyer can get in touch with them for verification. Signed affidavits are used in a court of law as evidence.

File a Report

• Whether the verbal abuse is taking place in the home, at work or at a public location, it is important to have written evidence about the abuse. File a report with the human resources department if it is a co-worker inflicting the abuse or with the police if it is outside of work. This report might never be investigated but if the abuse continues you will have written documentation of the abuse and your attempt to solve the issue.

Use a Recorder

• Although recording someone without his permission may be thrown out as evidence in a court of law, presenting a recording of verbal abuse might still sway the opinion of the district attorney and lawyers involved in the case. Using a recorder while an abuser is yelling or being demeaning will also allow you to accurately transcribe what was said onto paper for documentation.

Personal view

The above article describes that how Abusive language can harm an individuals reputation. The article also describes the legal options available with a person who is the victim. Abusive language can become legally actionable only if it is published i.e. spoken or written in the presence of another person. Thus, when ever u feel that you are the victim of abusive language whether at work, home or at any public location always remember that either record the word of the person or ask any witness to sign affidavits. So, if you have concern regarding someone, share with that person privately instead of sharing with other persons or writing them down for which you could be held liable. Legal actions can only be taken when the message is published. So, one should avoid doing that in order to protect against such action.

Questions

1) Do you feel using abusive language for any individual is fair?

2) What can be the possible ways for avoiding the use of abusive language?

References

Legal Options for Verbal Abuse | eHow.com. (n.d.). eHow | How to Videos, Articles & More - Discover the expert in you. | eHow.com. Retrieved from http://www.ehow.com/info_8466804_legal-options-verbal-abuse.html