Fast Company Article, Ilene Sorensen, "Good Ways to Deliver Bad News", by Curtis Sitterfeld, April 1999.

Curtis Sitterfeld writes an article on Dr.Robert Buchman. Buchman is a cancer specialist who teaches dopctors as well as corporate executives on how to break bad news.

It seems we all have had situations where we had to break bad news to someone. Buchman's method is to implement and utilize positive people skills. First of all he recommended that you should begin a difficult conversation by listening and summarizing. Listen to what has happened, identify a plan, and follow through. Sounds like the planning process on decision-making--doesn't it?

I feel there are timess when we just look the other way and think it will get better. We want to avoid a bad situation. This can be in our work, our family, our community or whatever. This is a challenge to us all. When tension and conflict grow, we get more emotional and personal. The bad experiences last much longer than necessary and reduce the possibility of positive outcomes.

Buchman reemphasizes that we should listen instead of talk. He says,"Start with an open-ended statement like-How are you feeling?"--THEN LISTEN- It is also important to have eye contact and relax. This opens up the door for you to then try to define reality with them. Sometimes you have to deal with a bad situation involving staff. This can be used during performance reviews, too. Just ask an open-ended statement. Many times they will come to the same conclusions as the bearer of bad news. A supervisor needs to understand what the employee or colleague perceives and comprehends about the situation. The supervisor and employee can find some common ground. It is so important not to get emotional.

My support staff and I have discussed this and we feel there are many occupations that have to deliver bad news. At the moment, I don't feel this way. However, I think all jobs have a time when we have to be the bearer of bad news.

-- Anonymous, December 29, 1999