Metaphor for delivery of bad news
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Metaphor for delivery of bad news

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Managers face many cases in which they have to report bad news. Delivery of bad news is emotionally painful, complex and harms many parties. The presentation offers a metaphor to ease this ...

Managers face many cases in which they have to report bad news. Delivery of bad news is emotionally painful, complex and harms many parties. The presentation offers a metaphor to ease this process.

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  • Full Name Full Name Comment goes here.
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  • I wish SlideShare Team would link this presentation with the on-going discussion on linked Subgroup of the Renaissance Group. The discussion has generated 111 enlightening comments so far.
    In fact, I wish the same for all presentations that are subject to discussion on LinkedIn Groups.
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  • @hudali15
    Paul, I envy myself for having such rich comments froma noble person like you. I am baffled by the quality of what you wrote in your last comment 'instead of elevating walls between people to better conceal their fears, make the walls fall under the blast of their mutually expressed love'. Simply a fantastic statement
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  • @seuils
    Paul, in your second comment you made a great point by saying ' Organizational Distance should never be designed so as to compromise Individual Rapport'. This is extremely important as banks, for example, try to find ways to lessen the distance with customers due to the advent of technology. Banks need to humanize their relationship with customers. By the same token, deliverer of bad news need to humanize the way they convey and deliver the news.
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  • @seuils
    Paul, you highlight and expand a great comment by Magdalena. Your comment adds value as the attitude for the deliverer as well as the receiver of bad news impact the result.
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  • = Master of Golden Bricks =

    @JeffWashburnPE provided us with the tactful metaphor of the Golden Bricks: A kind of bricks which - instead of elevating walls between people to better conceal their fears, make the walls fall under the blast of their mutually expressed love.
    Through his unique ways of sharing his creativity with the world, no doubt one can view Ali Anani @Hudali15 as a master of such Golden Bricks.
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    Metaphor for delivery of bad news Metaphor for delivery of bad news Presentation Transcript

    • Ali Anani, PhD METAPHORS FOR DELIVERY OF BAD NEWS
    • Bad News Are Everywhere Doctors telling patients they have a chronic disease
    • Bad News Are Everywhere Pain of change
    • Bad News Are Everywhere Costly Ads that failed to be rewarding
    • Bad News Are Everywhere Dispensing of employees
    • Bad News Are Everywhere Reporting falling profits or even making losses
    • Bad News Are Everywhere Employees expecting high evaluations or students expecting high grades, but proved to be failing expectations
    • Bad News Are Everywhere Examples are almost endless
    • Bad New Delivery as Stressors Bad news are stressing for all parties The deliverer the receiver The family The co-workers the community media find bad news like fertile seeds worthy of dispersing
    • Bad New Delivery as Stressors Bad news becomes a complex issue to handle because of the involvement of many parties
    • Metaphors for Bad News Delivery of drugs for bad pains sounds a good metaphor for Delivery of bad news
    • Shared Perspectives Bad pains versus bad news Delivery of drugs versus delivery of bad news Phases of pain are similar for body pain or bad news pain
    • The Metaphor Discovery Journey Starts
    • The Three Acts of Body Pain http://www.stepawayfromthecake.com/2013_03_31_archive.html Pain 2 Pain 1 Pain 3 Pain Curve
    • The Three Acts of Body Pain Pains are unequal Ladder of Pain Pain 2 Pain 1 Pain 3 Pain Curve
    • Pain Curve Management Pain Ladder The greater the pain is, the more challenging its managing is Pain 2 Pain 1 Pain 3
    • Pain has a story structure regardless of its source
    • Pain is a signal from our body that something is not right.
    • Pain is a signal from our body that something is not right. Organizational pain is a signal coming from dissatisfied customers, Increasing customers’ attrition, customers’ complaints on the web, bad mouths, decreased customer loyalty
    • Pain is a signal from our body that something is not right. Organizational pain is a signal coming from dissatisfied employees, such as high employee turnover rate, employee disengagement ….
    • Pain is a signal from our body that something is not right. Organizational pain is a signal coming from dissatisfied employees, such as Work environment with toxic blame culture, Worsening economies, Increasing costs of living…..
    • Pain is a signal from our body that something is not right. Organizational pain is a signal coming from dissatisfied employees, such as Technology makes products obsolete Technology increasing customers’ expectations, Technology that makes targeting customers easier for your competitor……
    • Pain is a signal from our body that something is not right. Organizational pain is a signal coming from dissatisfied employees, such as Immersing company in the red ocean Failing to capitalize on ideas or requests of customers Forgetting that the older the company gets, the more difficult it is to heal pain. Still, management procrastinates on early healing Changing business direction fast Riding the wrong horse…..
    • Delight/Pain Ratio Increasing delight while reducing the pain of customers is a recipe for success
    • Selling requires buyers. The latter used to base their decisions on benefit/cost ratio. Now, thanks to Dr. Rod King, it is delight/pain. Free offers serve as an example. The delight of having something free, no matter how small, when divided by pain (zero in free offers) gives infinite pleasure. Giving upfront delight is a magical formulae for success. This is one example of what I referred to as creative emotions that drive sales.
    • Maximize delight by maximizing the alignment of your offer with the values of your customers The pain of negating your customers’ values is chronic and is very painful
    • Not all pains are the same
    • Not all pains are the same Organizational pains, like body pains, are not all the same
    • Medical Ladder of Pain Organizations Ladder of Pain
    • How MDs deliver bad news to their patients in doses starting with mild ones And in changing drugs from mild to stronger ones, depending on response rate and degree of badness Managers to deliver bad news in a likewise manner
    • MDs use different methods of delivery of drugs Drug delivery technologies modify drug release profile, absorption, distribution and removal for the benefit of humanizing product worth and safety, as well as patient effortlessness and fulfillment
    • So, managers may vary bad news delivery techniques such as Face to face encounters, Use of e-mail. Use of letters…
    • Medical Bad News Delivery Preparing the patient for the bad news Alleviating the impact of bad news on the patient and family Delivering the bad news
    • Preparing the employee for the bad news Delivering the bad news Alleviating the impact of bad news on the worker, family and co-workers Organizational Bad News Delivery
    • Targeted Delivery of Drugs More effective and less side effects, but can be costly in money
    • Targeted Delivery of Organizational News Target news to certain employees, but watch the cost of unhappy employees if they feel alienated
    • Aftermath of Delivering Bad Medical News Watch out for emotional arousal that may lead to “emotional Burning”
    • Aftermath of Delivering Bad Organizational News Watch out for emotional unrest that may lead to “emotional Burning”
    • The husband of a lady died suddenly. Her friends were hesitant how to report the news to her. One friend volunteered. She went to her and told the newly-widowed lady “I am sorry to report that your husband married again” The wife started screaming and cursing her husband. Her mouth uttered many curses. The friend told her “let me now tell you the real news. Your husband didn’t marry again- he died”. The widow responded “Oh great- I feel better now”. Delivery of a Painful Story to a Wife
    • Managers can learn a lot from medical doctors on how to treat and manage pains