Seven steps for planning, approaching and delivering bad news in the workplace We’ve all been there: You are about to say something that is going to make the other person feel . You see your conversation partners expression turn to shock, and then sadness. You try to make them feel better, but it just feels like you are making things . Most of us have had an experience like that in our lives, especially when . terrible worse breaking bad news In work and life, you may be required to give some information which will on somebodies life. In the workplace, examples can include things like giving negative feedback, telling somebody you can’t pay them as much, or that you need to lay off staff. negatively impact We are by how we handle these conversations, and when performed poorly, they risk doing more harm than good. Even the most professional of bad-news givers like physicians struggle with this. defined It doesn’t have to be this way. There is a way to break bad news without creating emotional scar tissue. Most people are never enough to receive training on how to perform this tricky skill. lucky In this post, you will : learn how to How to plan and structure a bad news conversation flow How to communicates effectively without being overwhelming Why your approach should be professional but empathetic How to work through emotions and plan for resolution As a general disclaimer, techniques that leverage can be easily and need to be applied sincerely. Help make the world a better place — . emotional intelligence abused practice beneficence, not maleficence I really need to know now — just tell me For those of you breaking bad news in a few minutes with no time to prepare, the following flowchart is for you. Above all else, just remember to know what topics you need to cover and be empathetic to the level of information required and any questions asked. The Seven Steps I use for breaking bad news For those of you willing to go a little deeper and build this conversation muscle, the following steps are for you. Step 1: Be prepared or prepare to fail Unlike most discussions, a bad new conversation has . Any mistakes carry higher risks for emotionally and psychologically harming someone. high stakes Here are the things you need to think about before having the discussion: Identify what information needs to be covered Set enough time aside for the conversation so that you won’t be disturbedPick a location that ensures privacy Decide if anyone else needs to be in attendance How well do you know this person? Think about the best way to introduce yourself and make opening statements Step 2: How ready are they for bad news? After making your introductions, you want to aim to understand how much the recipient knows already. Start by the topic of the bad news and follow with an . Examples include: introducing open-ended question “How do you feel your performance has been in the last few months?” “Are you aware of the organisational changes in the company?” “We want to talk about topic X. What do you know about it?” “How does topic X make you feel?” Take note of they respond and try to between the lines: how read What was their tone of voice? What language was used or avoided? What was their general attitude like? You can use this to help you for bad news and tailor your response later. gauge preparedness Be respectful if you find the recipient is not interested in exploring their views on the topic. This usually happens if they know bad news is coming. In this situation, aim to find out what they would like to get out of the conversation. Step 3: Give A Warning Shot One of the worst things you could do is surprise a person with bad news especially if they think everything is fine. Its cruel, erodes trust and is entirely preventable. The gives the recipient time to and prepare for taking in information. You can deliver this by simply stating bad news is coming: warning shot mentally adjust “I’m afraid that I have some bad news” “Well, the situation does appear to be more serious than that. I have some bad news to discuss with you.” And now pause. . Like before, take note of body language and any verbal responses. If there is silence, be comfortable with it for a few seconds, and prepare for the next step. Let that information sink in Step 4: How much would they like to know? Before providing further information, it’s worth asking the recipient actually wants to know. Unless you are a mind reader, chances are you don’t know, and it’s not smart to assume. After all, it’s their bad news day, not yours. how much information Think about it as if you were in their shoes. Would you want to know all the details of how this happened? Do you need some time to process this information? Perhaps you just want to get to the practical next steps and not bogged down in the ‘why this happened’. Aim to ask open questions like: “Would you like me to tell you the details of the news?” “Are you the kind of person who likes to know exactly what’s going on?” Try to which can shut down conversations like: avoid leading (closed) questions “You don’t want to be bothered with the details, do you?” to their response will help guide you when giving more information next. Listening Step 5: Giving Knowledge and Information Having now got a feel of what is essential to discuss, refer back to your original list of topics. Think about which points are most relevant and how much detail you actually need to disclose. Approach this from their starting point. What state of mind are they in right now? Progress in providing information using the following strategies: Use non-technical and straightforward words Reinforce any correctly stated information If appropriate, use similar language as they have Give information in small chunks Check in to make sure you are explaining things clearly — “Could you just tell me the general drift of what I have been saying? I want to make sure I have explained things clearly.” Most people receiving bad news are understandably upset. It’s important to remember that in this state it’s unlikely they are taking in any information you are saying. Strategies that can help here are: Offering to clarify any informationInviting questions * Repeating important pointsListening to concerns * Looking for buried questions in responses Step 6: How Are They Feeling? A person's response can vary from silence to distress, denial, crying and even anger. It’s tempting to provide calming words or try to comfort, but . Sometimes we inadvertently do this help make ourselves feel less uncomfortable, but it risks doing long-term harm. don’t fall into the trap of giving false hope You can be most helpful by just being very human about the situation: * Acknowledge the feelings the person is going through, that you understand this is very upsettingRespond empathetically * Ask them what they are thinking or feeling * Don’t be afraid to ask if you are unclear what the person is expressing If there is a natural pause, and the response is silence, don’t worry. We humans are very uncomfortable with silence and feel tempted to rush in with words, . Allow up to seven seconds to allow the recipient time to express any feelings and worries — watch and listen. but silence is essential Step 7: Strategy & Summary Before ending the conversation, By providing a plan of action, recipients are less likely to get anxious and panic. it’s essential to acknowledge their biggest anxieties and explain what the next steps look like. Try to do the following: * Highlight any significant issues from the recipient’s problem list * Identify that you understand their specific concerns * Invite questions and reassure them that they can come back later with questions later — maybe even set up another meeting End the conversation by summarising the discussion and if available, providing resources of support. Secret Bonus Step 8: Check in with yourself Having these conversations can be and produce a lot of personal . It’s crucial to regularly check-in with yourself afterwards and take the time to replenish your emotional empathy. emotionally draining guilt * How are you feeling right now? * Do you regret anything you said or how you said it? * Is there anything you missed? * Is there anything you need to follow up? Techniques like mindfulness and journaling can help, but I find it with friends and colleagues is most therapeutic. just talking about Conclusion Breaking bad news is really hard, but now you have the tools to become so much better. Smarter, empathetic discussions have the power to improve the lives of those around you. Many of the techniques are transferable, and I have found practising them has not only enhanced my experiences at work but also helped my personal life. So go out there and practice what resonated with you here. Help build a while also helping . better world yourself “No one loves the messenger who brings bad news.” Sophocles, Antigone

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How to Break Bad News in the Workplace

How to Break Bad News in the Workplace

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