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Delivering difficult messages

At one time or another all organisations have to deliver difficult or tough messages to their employees. Usually the challenge to communicate these messages falls to the organisations’ managers.

As part of a wider management training programme, Developing People Limited have created training tips to manage delivering tough messages.

1. Be prepared
Make sure you have all the up to date information before you go into the meeting. This could be very useful if the person has questions or concerns.

2. Use a private area
Many times delivering difficult news can cause people to display strong emotions. It is important to preserve their dignity during and after the meeting.

3. Start by listening
Start by asking a few open-ended questions which allows you to build rapport. Use paraphrasing and empathy which demonstrates you are actively listening.

4. Explore perception
Ask the person about their perception of the problem. How do they think they are performing? Further explore their answers.

5. Define reality
Be open and honest when delivering the bad news. Use language that reflects how the person perceives the problem and also use empathetic statements that show you understand how they are feeling.

6. Offer to help
If you can help the person’s situation in any way, offer this help. This may help the person move on and may soften the blow.

Communicating bad news is never easy but the structure above can make the meeting go smoother. By practicing this structure in a training environment managers can become more familiar and more comfortable in delivering difficult news.

For more information view www.developingpeople.co.uk or contact Developing People Ltd on 02380 695929.