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Bad news can happen at any time so it is important that people understand how to communicate such information in a way that makes the process easier for those on the receiving end. This article offers some points to consider when preparing to deliver bad news.
Bad news may constitute any number of things in the workplace: redundancies, demotion, resignations, the loss of a major contract, or the death of or injury to a colleague/patient/person, etc. Whatever the situation, the following points are worth considering.
Choose a Suitable Environment
It is always best to deliver bad news in a room where everyone feels comfortable. Somewhere light, airy and spacious is often best. There should be enough seats so that no one has to stand. It is always best to tell everyone affected by the news as quickly as possible and at the same time, so gather everyone together.
Ensure that the surroundings are quiet to ensure everyone can clearly hear what is being said and that there will be no interruptions. Interruptions at such times can cause people to feel awkward or that the situation is not being given the respect it deserves.
Preparing the Audience
Good practice dictates that it is best to come straight to the point, but that the audience should be prepared with a warning shot. It will be helpful to use opening lines such as:
- This may come as a shock to you.
- I have some bad news to share with you.
- You may already have some apprehensions about what I have to say. The news is not good.
After opening in this way, it is best to deliver the bad news directly in clear language. The audience will absorb this raw information in the way most suitable to them.
It is vital to consider tone of voice and body language. It is best to speak clearly and calmly with empathy and understanding demonstrated in facial expressions and subtle gestures.
Break the Information Into Bite-Sized Chunks
When breaking bad news, nerves and shock can sometimes set-in. When this happens, people tend to speak much faster and less clearly than they would normally. It is important to remain calm and to deliver the information in manageable pieces. This will enable the audience to both hear and absorb everything that is being said.
Clarifying Understanding
After each piece of information, it can be helpful for both the audience and the speaker to clarify understanding. This will help the members of the audience to think about what has been said and to speak up if they don’t understand something.
It is not always best to clarify understanding after every point, as audience members may have lots of questions – many unrelated to the specific point being discussed. The speaker should consider the situation before deciding when to break for questions.
Take It Slowly
It is important not to ramble on and bombard the audience with too much and/or too detailed information. Always consider how much the audience needs to know at this particular point in time. Is there information that would be better left out until a follow-up session or until the audience members have had time to digest and come to terms with the initial shock?
Allow the audience to ask questions to clarify their own understanding. If the audience is large, this is better left to the end of the announcement.
Provide Written Information
In some situations, it is helpful to provide people with written information about the news they have just received. This is the best medium for detail.
As well as providing clear and direct information, the written document should include contact details for those who can answer any remaining questions. If any follow-up meetings or further events have been arranged, these should also be detailed in the written document.
