Sittenfeld, Curtis (1999, April). Good ways to deliver bad news. Fast Company, 58-60.

This article was brief and to the point with a message that helps me a lot. I know that communication is number one for a good leader. A good leader needs to communicate both good and bad news. Delivering bad news is a big challenge for people. Dr. Robert Buckman, a medical oncologist, speaks to this challenge which is the toughest part of his job. He has developed a protocol for delivering bad news, one which we all can follow, no matter the situation. "Begin a difficult conversation by listening," he recommends in his protocol. Start by asking a few questions to get the person talking, then listen to their responses to establish trust. Next, with eyes at their level and looking relaxed, respond to them, paraphrasing something they just said. Ask them questions about the subject you will address, like 'how do you think things are going?' or 'how do you perceive this issue?'

After this time of talking, listening and establishing trust, deliver the bad news. Deliver it calmly and without emotion. Be empathetic to the recipient of the bad news and acknowledge their emotions. The bad news doesn't change in spite of how the recipient feels. Even though you can't change the bad news, you can be sensitive to how the recipient of the bad news feels.

I have been in many situations in which I had to deal with delivering bad news. I can't say I have been able to do it this directly and without emotion. Unfortunately, I get wrapped up in the situation and the person's feelings or in my own feelings. Then I get emotional. I like the idea of being calm and unemotional in delivering bad news. I like the idea of being empathetic to the person's reaction. I'd like to be able to follow Dr. Buckman's protocol in delivering bad news - get the person to talk, listen to them, paraphrase some of their responses, ask what they think about the issue, deliver the news calmly, and be empathetic.

One of the other cohort members responded to this article and mentioned 'Minnesota niceness' which makes delivering bad news nearly impossible. We try to be nice about it, but it's really not helping the situation. Better to try to be direct, but understanding. I've learned that in a work situation and in volunteer situations it is not advisable to get emotional. It is better to stay calm and make your point. Emotions are not accepted very well in the workplace. An emotional person is not looked at as being professional and their opinion will not be heard as clearly.

-- Anonymous, April 23, 1999

Answers

Thanks for making your comments on this article. I see that you have also read Clark Montgomery's discussion on this topic. Nice work!

When you do make comments, you can just submit them with the original article.

-- Anonymous, May 20, 1999