Guidelines for Bad NewsÂ
This guideline stresses the importance of delivering bad news without causing unnecessary delay.
Delivering bad news in a timely manner
This component directly states the negative information
Delivering the bad news
The richest communication channel for delivering bad news
In person
This quality, essential for credibility, involves consistently telling the truth and being transparent.
Honesty
This guideline involves expressing your sympathy and considering the emotional impact on the recipient.
Sympathizing with the recipient and softening the blow
After explaining the immediate impact, you should focus on this to help recipients look ahead
The future
In high-severity situations with low controllability, this type of communication is most appropriate.
Rich communication
The best communication channel for showing empathy and responding to concerns instantly.
In-person communication
This guideline examines three aspects of the bad news that impact how you approach delivering it: severity, controllability, and likelihood.
Choosing the right mix of channels
This component is essential for keeping the door open for future collaboration or positive relationships, even after delivering bad news.
Showing goodwill
When bad news has low severity and high controllability, this type of communication may be justified.
Less rich communication
A key emotional skill that builds trust when giving bad news during tough times.
Empathy
This guideline suggests that focusing on these aspects will help redirect attention from the bad news to potential future benefits.
Focus on Solutions and Long-Term Benefits
After delivering the bad news, this part explains how it will affect the recipient in the short term.
Explaining the immediate impacts
One disadvantage of written communication is the inability to do this immediately
Respond to concerns
The element of communication that becomes harder to demonstrate when delivering bad news in writing.
Nonverbal cues
This guideline helps build trust and credibility with recipients by offering a clear explanation of the decision, using simple, specific, and honest language rather than it being vague or complex.
Providing a simple, clear rationale.
A statement at the start of your message that establishes common ground, shows appreciation, states your sympathy, or otherwise expresses goodwill.
A buffer
One advantage of delivering bad news in writing is the ability to carefully do this with the message.
Craft message more carefully
The three factors that influence the choice of communication channel for bad news
Severity, controllability, and likelihood