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Communicating Bad News.pptx
- 2. INTRODUCTION • Communicating bad news is one of the most critical roles you play as a manager. • Delivering bad news is never easy, but professionals need to deliver bad news in many different situations, both internal and external to the organization
- 3. REASONS FOR DELIVERING BAD NEWS • Not receiving a promotion • Not receiving a raise • Increased work hours • Change in work location • Change in benefits • Loss of the job • Poor performance review • Downsizing • Layoffs • Closing an office or branch • Denial of professional development or training request.
- 4. BE CLEAR AND CONCISE 1 2 HELP THE RECEIVER UNDERSTAND AND ACCEPT THE NEWS. 3 AVOID LEGAL LIABILITY OR ERRONEOUS ADMISSION OF GUILT OR CULPABILITY. MAINTAIN TRUST AND RESPECT 4 GOALS FOR BAD NEWS COMMUNICATIONS
- 5. Research and prepare. 1 Be direct and honest. 2 Take responsibility. 3 Give time for a response. 4 Establish next steps. 5 STRAREGIES
- 6. A direct approach offers the bad news immediately in the communication. DIRECT APPROACH Positive statement to maintain a good relationship Closing Reason for the decision, provide alternatives Body Clear statement of the bad news Intro
- 7. DIRECT APPROACH EXAMPLES "Mr. Smith, you have been consistently over a half hour late to work for the last month. You are now under probation for the next month. If this situation persists, the next steps are salary reduction and then termination. If you have any questions or want to speak directly to inform me of extenuating circumstances, please feel free to connect."
- 8. INDIRECT APPROACH A Proactive barrier that helps cushion the stock of bad news Explain the causes of the bad news before disclosing it End with a personalized forward looking pleasant statement,avoid refering to the bad news BUFFER Reveal the bad news without emphasizing it provide an alternative or compromise it possible REASON BAD NEWS CLOSING
- 9. INDIRECT APPROACH EXAMPLES "Thank you so much for your interest in the Manager 2 position. We were impressed with your credentials, and were pleased to have met you during the interview phase of the process. During that phase, we interviewed twelve people, from the overall application pool of 295 for this position, many of whom had both appropriate education and multiple years of experience in similar positions. Unfortunately, we cannot offer you this position at this time, because you have had fewer years of experience compared to others. However, we were impressed with your skills, and encourage you to apply again for appropriate openings which will be advertised within the next two months. Thank you again for your interest in XYZ company."
- 10. SPEAKING IN LONG-WINDED SENTENCES 1 MAKING AN INAPPROPRIATE JOKE 2 STARTING THE CONVERSATION AT THE WRONG TIME OR WRONG PLACE 4 PROJECTING HIGH ENERGY 3 AVOID LEGAL LIABILITY 5 Mistakes to be avoided while communicating bad news.
- 11. THANK YOU!