Bearing Bad News

Abstract

Occupations differ in the frequency with which their performers must communicate bad news to a serviced public. At one extreme, bad news must be communicated several times a day, day after day. One such occupation, the deputy U.S. Marshal, is analyzed in terms of tactics employed to manage the stressful moments of preparing to deliver bad news, delivering it, and shoring up recipients after delivery. Detailed tactics described include distancing, presaging, treating as routine, manipulating the message, and displaying certain supportive attitudes in interaction.