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Five Most Common Mistakes Managers Make When Delivering Bad News
by Dana Bristol-Smith
The formula for delivering bad news is easy, even
if the execution is usually painful. Here's the formula:
Tell it first. Tell it straight. Tell it all.
Lee Iacocca, Former Chairman and CEO Chrysler
Many managers dread having to deliver bad news or news about a major change. However, delivering bad news and having difficult conversations with employees is a crucial part of the manager’s role. As hard as it is for managers to deliver the news, employees want to hear the straight story.
The next time you find yourself or your managers having to have a difficult conversation with employees, try to steer clear from the following mistakes.
Mistake #1
Don’t explain why the situation is happening.
Result
This tells employees that they aren't valued or important enough to
be given the whole story and can lead to distrust.
Mistake #2
Don’t take into consideration how employees will feel about the
change/situation.
Result
This can create resentment and lead to poor morale.
Mistake #3
Downplay or sugar-coat the bad news so that employees really
don’t hear or understand its importance.
Result
This can lead to big surprises later.
Mistake #4
Don’t make eye contact.
Result
This can be interpreted as not telling the truth.
Mistake #5
Send it via email instead of delivering it in person.
Result
Bad news becomes even worse because people feel that their manager doesn't have the time to meet with them in person. They feel devalued. Email is a very impersonal way to deliver important messages.
As you can see bad news is best delivered in person, truthfully and compassionately. The best outcome you can hope for is that the employee understands the news and knows that you have concern and respect for them as a person.
About the Author
Dana Bristol-Smith is the founder of Speak for Success, an organization that works with companies that want their people to communicate with confidence and credibility.
You can email Dana at:dana@speakforsuccess.net
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