Chapter 8 Full Video

GSWPerry

24 Oct 202311:55

Summary

TLDRThis 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.

Outlines

00:00

📢 Effective Communication of Bad News

This paragraph discusses the importance of planning and careful word choice when delivering bad news. It emphasizes the need to show care for the audience's feelings, maintain integrity and transparency, and admit mistakes if necessary. The speaker advises against using text messages for such communication, suggesting in-person or written messages instead. The audience's perspective is crucial, and the message should be clear, concise, empathetic, and positive. The choice of media and the organization of the message, including the placement of the bad news within the message, are also discussed.

05:01

🔍 Strategies for Delivering Bad News

The second paragraph delves into strategies for softening the impact of bad news, such as explaining the decision-making process and using positive language. It suggests starting with the strongest reasons and presenting them concisely. The paragraph also advises distancing the reader from the news and presenting it as final, without leaving room for negotiation. It covers how to close the message on a positive note and provides guidance on writing bad news replies, including rejecting ideas, refusing favors, and customer requests, while maintaining respect and offering alternatives or compromises where appropriate.

10:04

🛠️ Constructive Performance Feedback Techniques

The final paragraph focuses on the delivery and reception of constructive performance feedback. It highlights the need for supervisors to provide specific, actionable feedback early in the conversation and suggests transforming the dialogue into a coaching session. For recipients of feedback, the paragraph encourages an open mind, active listening, and viewing feedback as a learning opportunity. It also touches on the importance of staying positive and respectful during the feedback process.

Mindmap

Keywords

💡Bad News

Bad news refers to information that is unfavorable or disappointing. In the video, it is central to the theme of how to effectively communicate such messages in a business context. The script discusses the importance of planning and the choice of words when delivering bad news, emphasizing the need to be transparent, empathetic, and clear, as seen in the advice to 'deliver it with integrity and transparency'.

💡Communication

Communication is the process of exchanging information, ideas, or messages. The video script highlights the art of communicating bad news, focusing on the strategy and sensitivity required. It mentions the need for a 'character and context check' and the importance of understanding the audience's perspective when tailoring the message.

💡Audience Perspective

Understanding the audience's perspective means considering how the recipients of the message will perceive and react to it. The script advises to 'understand your audience' and tailor the message accordingly, which is crucial for effective communication of bad news.

💡Media Choice

Media choice refers to the method or channel selected for delivering a message. The script discusses the importance of choosing the right medium for bad news, such as in-person or written communication, to support the clarity, empathy, and positivity of the message.

💡Integrity

Integrity in communication means being honest and maintaining strong moral principles. The script emphasizes delivering bad news with 'integrity and transparency,' which involves admitting mistakes and being open about the reasons behind the bad news.

💡Vulnerability

Vulnerability in this context refers to the willingness to show one's emotions and human side when delivering bad news. The script encourages being 'willing to be sad yourselves,' suggesting that showing vulnerability can help build trust and empathy with the audience.

💡Constructive Feedback

Constructive feedback is intended to help individuals improve by providing specific and actionable suggestions. The script discusses the principles of giving such feedback, including being direct, specific, and maintaining a coaching conversation, which is essential for personal and professional growth.

💡Rejection

Rejection in the script refers to the act of declining ideas, favors, or customer requests. It is part of the theme of delivering bad news and requires a careful approach, as seen in the advice to 'be sure to explain the reason for the decision' and to maintain respect and offer alternatives where applicable.

💡Organizational Change

Organizational change involves modifications in the structure, processes, or operations of a company. The script touches on the need to communicate such changes effectively, especially when delivering bad news about the organization to stakeholders like employees, customers, and investors.

💡Job Loss

Job loss is a specific type of bad news that affects individuals within an organization. The script advises treating affected employees with 'respect and compassion,' highlighting the importance of individual meetings to allow for questions and understanding of available resources.

💡Empathy

Empathy is the ability to understand and share the feelings of others. In the context of the video, empathy is crucial when delivering bad news, as it helps in crafting a message that is sensitive to the audience's emotions, as mentioned in the need for a message to be 'empathetic and positive.'

Highlights

Nobody likes to receive or give bad news, so it's critical to plan the message carefully.

Choose words wisely to avoid sounding self-righteous or evasive.

Text messages may appear as an attempt to avoid confrontation when delivering bad news.

Show empathy by performing a character and context check before delivering the message.

Deliver bad news with integrity, transparency, and admit any mistakes made.

Be willing to be vulnerable and let others see your sadness, even if it doesn't personally affect you.

Understanding your audience is key, as you cannot control their reaction to the message.

Tailor the message to each audience group based on their perspective and how it will affect them.

Choose the right media for delivering the message - in-person for immediate response or written for review.

The message should be clear, concise, empathetic, and positive.

Most people prefer to give bad news at the end of a message, while recipients prefer it upfront.

Use a buffer statement to ease into bad news, but keep it short and relevant.

Explain the decision-making process logically and use positive language to state reasons.

Present the strongest reasons first and concisely to avoid overwhelming the recipient.

State bad news in positive, impersonal language, focusing on what can be done instead of limitations.

Distance the reader from the news by not using 'you' or 'your', and present the news as final.

End the message gently, avoiding sales promotions, and close with something positive if applicable.

When rejecting an idea, provide clear reasons without discouraging future submissions.

For refusing a favor, provide alternative options without making promises for the future.

When refusing a customer request, use a respectful tone without accusing or lecturing the reader.

Offer a small compromise to maintain goodwill without accepting responsibility for faults not your own.

Adjust the message for different audiences when delivering bad news about normal operations.

Ensure transparency and honesty when delivering bad news about the organization to avoid misinformation.

Treat employees with respect and compassion when delivering bad news about job losses.

As a supervisor, provide specific and actionable feedback to facilitate growth and improvement.

When receiving feedback, keep an open mind and use good listening skills to identify learning opportunities.