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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 an 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 |
