Dealing with bad news
Abstract
Delivering bad news is never easy. This practice clarifies possible reactions to bad news, and provides techniques for effectively communicating bad news while building credibility. Excerpted from A Manager's Guide to Communication, developed by the CIGNA Corporation in 1996, and revised by the United Way of Chicago's AmeriCorps Training and Technical Assistance Project.Issue
As unpleasant as it may seem, sometimes managers may need to deliver bad news. How one delivers the content will definitely influence how one is heard.Action
Learn to recognize barriers to the free flow of information by accounting for the following behaviors:- People who anticipate bad news would rather not call attention to themselves by asking questions. Find ways to alleviate this fear.
- No one wants to appear stupid in front of his/her peers. Stress the importance of all questions.
- Some people feel too unimportant to ask questions. Demonstrate that their input is important.
When delivering bad news lay it on the table like you would any good news — be honest.
Anticipate reactions and deal with them appropriately. Some common reactions include:
- Constructive/Realistic: i.e., expressing anger or hurt but probing for answers to questions. The most rational of responses and the easiest to deal with.
- Anger: When this emotion takes over it can cause a person to become aggressive, which can lead to a verbal attack. Allow the person to vent his/her anger while remaining calm; acknowledge that you hear him or her.
- Shock: Can manifest as uncertainty or passivity. In this situation, ask questions to ensure the person has heard the message.
- Denial/Control: The reaction may be unemotional, but these people are often in the most danger because they refuse to deal with the situation. Ask questions to be sure they heard the message, then provide structure, and clarify next steps.
Context
Bad news could include any of the following:- Your organization is changing its goals and objectives.
- Due to organizational changes, you're taking on additional responsibilities, without additional people.
- Funding sources are cutting back or changing and you need to look for new resources.
Citation
United Way's AmeriCorps Training & Technical Assistance Project, in cooperation with CIGNA Corporation. A Manager's Guide to Communication. 1996, pp. 17-22.Outcome
Learning how to deliver bad news and judge reactions helps management retain credibility and advance the mission of the organization.Posted On
February 27, 2001Resources
From The Resource Center library:
A Manager's Guide to Communication
Item number: R0274