Chapter 8 Full Video

Summary

This chapter emphasizes the importance of planning and delivering bad news messages with care. It advises choosing the right words, considering the audience, and using appropriate media. The script suggests starting with a rationale, being transparent, and admitting mistakes. It also covers writing bad news replies, announcing operational changes, and providing constructive feedback. The key is to communicate with empathy, integrity, and a focus on positive outcomes, even when delivering difficult messages.

Takeaways

• 📝 Planning is crucial when delivering bad news; choose words wisely and consider the medium of communication.
• 🤔 Perform a character and context check to show empathy and understand the audience's perspective.
• 🗣️ Deliver bad news with integrity and transparency, admitting mistakes if necessary, and being open to vulnerability.
• 👥 Understand your audience to tailor the message effectively, knowing you cannot control their reactions.
• 🔍 Choose the right medium for the message, considering clarity, conciseness, empathy, and positivity.
• 📉 Organize the message carefully, considering the relationship with the reader and their expectations.
• 📆 Decide the placement of bad news within the message based on its significance and emotional impact.
• 🛡️ Use a buffer statement to ease into bad news, but keep it relevant and short.
• 🔑 Explain the decision-making process logically, using positive language and focusing on what can be done.
• 🚫 When rejecting ideas or requests, provide clear reasons without discouraging future submissions or promising the impossible.
• 🏥 For operational bad news, adjust the message for different audiences, ensuring transparency and honesty.
• 💼 When job losses occur, treat affected employees with respect and provide them with resources and benefits.
• 🔄 For constructive feedback, be specific, actionable, and open to a coaching conversation for growth opportunities.

Q & A

Why is it important to plan when delivering bad news?

Planning is crucial because it helps choose the right words and delivery method to ensure the message is communicated effectively without appearing self-righteous or evasive. It also allows for a character and context check, showing empathy and transparency.

What are some factors to consider when writing a bad news message?

Factors include understanding the audience, choosing the right media for delivery, ensuring the message is clear, concise, empathetic, and positive, and considering the relationship with the reader and their expectations.

Why should you avoid using text messages for delivering bad news?

Text messages may appear impersonal and could give the impression that the sender is avoiding confrontation, which is not ideal for delivering sensitive or important information.

What is the significance of admitting mistakes in a bad news message?

Admitting mistakes shows integrity and transparency, helping to build trust and credibility with the recipient. It also allows for a more open and honest dialogue about the situation.

How can you show empathy in a bad news message?

Empathy can be shown by acknowledging the impact of the message on the recipient, using positive language, and being transparent about the reasons behind the decision.

What is the role of media choice in delivering a bad news message?

The media choice can support the message by allowing for an in-person interaction for immediate response or a written message for more time to review the wording, ensuring the message is clear, concise, and empathetic.

Why is it recommended to deliver bad news at the end of a message?

Delivering bad news at the end allows the recipient to process the information in stages, starting with a rationale or context, which can make the news more palatable.

What is a buffer statement and how can it be used in a bad news message?

A buffer statement is a way to ease into a bad news message by providing a gentle introduction. It should be short, relevant, and supportive, helping to soften the impact of the news.

How should you handle the rejection of an idea or request in a business setting?

When rejecting an idea or request, it's important to explain the reasons for the decision, provide alternative options if applicable, and maintain a respectful tone, even if the customer is at fault.

What are the principles for giving and receiving constructive performance feedback?

Giving constructive feedback involves being specific, actionable, and early in the conversation. Receiving feedback requires an open mind, good listening skills, and viewing the feedback as a learning opportunity for growth.

How should bad news about organizational changes be communicated?

Bad news about organizational changes should be communicated transparently and honestly, ensuring that all stakeholders hear it directly from the source rather than through external channels. It's also important to be aware of the potential public impact of the information released.