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Delivering bad news to a client or colleague can
actually strengthen a relationship if done
right. But to do it right, you need to
show empathy, keep it simple, and listen.
So says Catherine Dubé,
a senior lecturer at Brown University Medical
School's Department of Community Health, whose
research areas include doctor-patient
communication. Dubé’s perspective was
included in a a recent article in the "Newport
(Rhode Island) Daily News" interviewing doctors, police
officers, and auto mechanics on how to deliver
bad news sensitively.
Dubé described how doctors should deliver bad news to
patients. But her ideas apply equally well to
business situations, such as telling bad news to
a client or an employee.
The best way to deliver bad news is sitting down, making eye
contact and keeping an open posture. Dubé said
you should start with a quick summary statement
and then wait for a reaction before continuing
with details. Then keep "checking in", listening
carefully for reaction.
Similarly, at Speechworks we believe that when delivering
bad news to clients you should focus on the big picture
first and what it means to the listener. Stay
away from too much confusing detail unless the
listener asks.
For example, a lawyer might deliver bad news about a court
decision by saying, “The judge ruled against us,
meaning that we won’t be able to collect the
money we had wanted. We can appeal the
decision, which will be costly. Or we can settle
with the defendant, which will end up costing
everyone less.” Then you should listen to
see how the client reacts. Too much technical
information can confuse the client.
At the same time, it’s important to communicate
compassionately, making eye contact. Make sure
that your words and appearance convey empathy.
Be honest. And listen. You’ll probably end up
strengthening the relationship.
At Speechworks we help our clients learn how to
communicate in a way that connects and
persuades. If you’re interested in becoming a
great communicator give us a call at
404-266-0888 or check out our website at
www.speechworks.net |
