SUCCESS DEPENDS ON WELCOMING—NOT SHOOTING—THE MESSENGER

Abstract

The author, a longtime executive in Fortune 500 companies and nonprofits, and now a C-suite coach and business ethics attorney, examines how to deliver bad news within organizations. She presents six steps, each illustrated with a real-life example. The steps are, in her words, 1. Psychologically Prepare Your Audience 2. Rehearse Confident Delivery. 3. Be fully present and fully focused. 4. Convey benevolent, proactive intent. 5. Explain without justifying. 6. Add a sense of urgency. She poses three questions in Step 1: “What is the impact? How can the damage be contained? What needs to change?” Within Step 2, “practicing has been shown to 1) bolster your credibility with influential people and 2) alleviate the substantial emotional distress often associated with leadership roles.” Within Step 3, “When delivering bad news, pay attention to the method of delivery. Face-to-face in-person is best, followed by videoconference, and third, by telephone.” In Step 4, “Counter negative assumptions by outlining next steps and proactive measures, while genuine empathy underscores your role as a trusted advisor.” In Step 5, “Present the facts to ensure they have a comprehensive understanding of the situation.” And in Step 6, “Sustaining urgency involves diligent follow-up, reinforcing the successful measures taken earlier.”