Wednesday, May 26, 2010

Delivering bad news

Seen on a linkedin board by Jenny Feng. Absolutely true.

"Inevitably, at some point in our careers, we have to be the bearer of bad news to our customers (or even our manager). It happens to everyone, but the key here is how to deliver it without causing a permanent rupture. offers these recommendations to handle it:
1. Lay it out quickly: Get the news out in a timely manner to the people who need to know it. Don’t hide the facts or exaggerate anything.
2. Have a plan of action: As soon as the bad news has been conveyed, disclose how you plan to address it. Show that you have a good grip on things and how you will rescue the situation.
3. Leverage the relationship: Talk about how your relationship with the person being given the bad news (or between your companies) has been strong and with their support you will resurrect it despite the current setback. Ask them for advice based on their experience in similar situations."

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