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Delivering bad news in good ways on projects

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Alison Sigmon, M.Ed., PMP
Alison Sigmon, M.Ed., PMP

This document provides tips for effectively delivering bad news to stakeholders on projects. It discusses separating facts from emotions, being upfront and honest, and delivering news in person. It also emphasizes tailoring the delivery based on the recipient's decision-making style, such as focusing more on proven methods for followers or using visual aids for charismatics. Overall, the document stresses the importance of considering both what information needs to be shared as well as how, when, and to whom it is delivered.

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Delivering Bad News in Good Ways Your presenter is: Alison Sigmon, M.Ed., LPC, PMP
The good, the bad, & overcoming the ugly: Be a clear communicator especially when it comes to delivering bad news Separate, evaluate, & best fit serve up solutions Style matters Tips for delivering bad news in good ways Closing thoughts What’s on tap for our time together today… http://www.wired.com/magazine/2010/06/st_cheatscience_badnews/
The good, the bad, & overcoming the ugly
Joining the 21 st century Unless you’ve been living under a rock for the last few years, chances are you’ve got some inkling that Web 2.0 has grown up.   Technology helps us get things done There’s nothing new about biz wanting it done bigger, better, faster, but with Web 2.0 faster just took on lightening speed. Zero to the speed of light in less than four years…
What’s the potential for bigger, better, faster? http://www.redbubble.com/people/dmoilanen/art/3260188-speed-of-light The Upside Faster communications, Quicker results The Rub Increased opportunity for things to go south on your projects just as quickly.
Situation… But… Far too often Project Managers find themselves in the opposite position which is never fun. We all want to be the one who delivers good news – particularly when it comes to projects. p. 12
The power of procrastination http://www.google.com/imgres?imgurl=http://4.bp.blogspot.com/ And it’s tempting to delay the delivery of bad news for as long as possible but…
Putting off bad news packs punch! So what’s a project manager to do? http://www.greekshares.com/nail.php In the absence of information, people start making it up. And we know the impact of making assumptions…
Own the problem http://mychinaconnection.com/english-idiom/take-the-bull-by-the-horns-a-way-to-solve-a-problem/ What’s the best option? Take the bull by the horns and… Take Charge!
Be a clear communicator Writing in Personnel Today and noted in the NY Times , Natalie Cooper offers these five rules of thumb when addressing problems: Be upfront, honest and open Deliver bad news in person Script it to ensure a consistent message Pick your receiver Consider and plan delivery 
Oh, and by the way… You might want to consider a few things before diving in.
Separate, Evaluate, & Deliver In a way they can be heard
Be upfront, honest and open http://www.wired.com/epicenter/2008/01/four-tricks-com/ Susan Berkley gives some tips on how does a project manager break bad news. Be professional. Separate the people from the problem Tell the truth. Give them all the facts. Empathize. It’s naïve to tell stakeholders not to worry or be angry. Acknowledge their feelings. Let them vent. Negative emotions must be attended to before being replaced with a positive plan. Take control. Outline a specific plan of action. Follow up. Do what you say you’re going to do.
2. Deliver bad news in person Delivering it via email is even worse. Doing it by phone is bad. http://bethgeduld.wordpress.com/category/etiquette/telephone-skills/
3. Evaluate & script it to ensure a consistent message Dr. Robert Buckman is a cancer specialist who teaches doctors and consults with Fortune 500 companies. "Begin a difficult conversation by listening," he says. "And end it by summarizing. Review the ground you've covered, identify a plan, agree on a 'contract' for the next contact.” He adds, “Start with open-ended questions. Explore perceptions before you try to define reality.” This can help you & others from getting emotional. http://crackthesocialmediacode.com/wordpress/?p=1062
4. Pick your receiver Determine who is the best person to deliver the bad news. You want someone who is careful, considerate, and has the authority to act.
5. Consider and plan for delivery Be objective Draw pictures Be timely, factual, & clear Understand that not all delivery should be considered equal… let’s take a look. http://papershine.com/archives/2006/
Style matters… When it comes to delivery
Consider your delivery method & recommendations From Gary A. Williams and Robert B. Miller’s article titled “ Change the Way You Persuade ” in the Harvard Business Review , May 2002: We have a tendency to focus on the content of the message and far less time on how the message is delivered.   The focus should be on how to present the message effectively. Tailor the message to that person’s decision-making style will go a long way to deliver bad news in a way that can be heard by the intended receiver.
People’s behavior makes sense to them. Delivering bad news in the most effective way means assessing the receiver preferences first. Consider the following: What drives or influences them Context & info they need Timing & time needed Medium/materials http://www.shutterstock.com/ Variety – it takes all types…
Decision-making style: Followers 36% of decision-makers   Make decisions based on how other trusted decisions-makers or they themselves have made similar decisions in the past.   Responsible, cautious, and bargain conscious. Usually risk-averse.   Focus on proven methods and testimonials. Need to see that it’s been somehow done before.
Decision-making style: Charismatic 25% of decision-makers   Tends to be exuberant about a new idea or proposal. Final decision is based on balanced information, not just emotions.   Captivating, enthusiastic, dominant, and talkative. Seeks out risk.   Use simple, straightforward arguments and visual aids. Resist the temptation to jump on this style’s bandwagon of initial excitement.
19% of decision-makers   Highly suspicious of data that don’t fit with or challenges their worldview. Make decisions based on their gut feelings.   Combative style and usually described as take-charge individuals.   Demanding, disruptive, rebellious   Establish as much credibility and clout as possible with this person. Get support from someone whom this decision-maker trusts before pitching the idea. Decision-making style: Skeptics
11% of decision-makers Impressed with data. Can exhibit contradictory points of view within a single meeting.   Need to cautiously work through all options before making a decision. Can be the toughest to persuade and is risk averse.   Logical and academic.   Have lots of data available. They need as much info as possible to make a decision.    Decision-making style: Thinkers
9% of decision-makers Hate ambiguity. Focus on the pure facts and analytics of a decision because of their own fears and uncertainties. Tend to be logical, unemotional, detail oriented, and analytical. Risk averse. Don’t be too aggressive. Present the facts and details and leave it to the decision maker to work through.    Decision-making style: Controllers
Determining best fit Most folks tailor the message toward Thinkers and Controllers , which make up the smallest population of the five styles. Despite style differences people tend to use a one-size-fits-all approach when trying to convince or deliver bad news to others.
Be factual & timely Be thoughtful Separate the people from the problem Be clear about … what you need to share … when you need to share it … how you want to share it … the best way to share it Tips for delivering bad news in good ways http://www.wired.com/magazine/2010/06/st_cheatscience_badnews/
Questions??? In conclusion The good, the bad, & overcoming the ugly: Be a clear communicator Separate, evaluate, serve up solutions when planning for and delivering bad news Consider the receiver’s style when giving/receiving bad news Final thoughts on delivering bad news in good ways
Thank you! Alison Sigmon, M.Ed, LPC, PMP [email_address]

More Related Content

Delivering bad news in good ways on projects

  • 1. Delivering Bad News in Good Ways Your presenter is: Alison Sigmon, M.Ed., LPC, PMP
  • 2. The good, the bad, & overcoming the ugly: Be a clear communicator especially when it comes to delivering bad news Separate, evaluate, & best fit serve up solutions Style matters Tips for delivering bad news in good ways Closing thoughts What’s on tap for our time together today… http://www.wired.com/magazine/2010/06/st_cheatscience_badnews/
  • 3. The good, the bad, & overcoming the ugly
  • 4. Joining the 21 st century Unless you’ve been living under a rock for the last few years, chances are you’ve got some inkling that Web 2.0 has grown up.   Technology helps us get things done There’s nothing new about biz wanting it done bigger, better, faster, but with Web 2.0 faster just took on lightening speed. Zero to the speed of light in less than four years…
  • 5. What’s the potential for bigger, better, faster? http://www.redbubble.com/people/dmoilanen/art/3260188-speed-of-light The Upside Faster communications, Quicker results The Rub Increased opportunity for things to go south on your projects just as quickly.
  • 6. Situation… But… Far too often Project Managers find themselves in the opposite position which is never fun. We all want to be the one who delivers good news – particularly when it comes to projects. p. 12
  • 7. The power of procrastination http://www.google.com/imgres?imgurl=http://4.bp.blogspot.com/ And it’s tempting to delay the delivery of bad news for as long as possible but…
  • 8. Putting off bad news packs punch! So what’s a project manager to do? http://www.greekshares.com/nail.php In the absence of information, people start making it up. And we know the impact of making assumptions…
  • 9. Own the problem http://mychinaconnection.com/english-idiom/take-the-bull-by-the-horns-a-way-to-solve-a-problem/ What’s the best option? Take the bull by the horns and… Take Charge!
  • 10. Be a clear communicator Writing in Personnel Today and noted in the NY Times , Natalie Cooper offers these five rules of thumb when addressing problems: Be upfront, honest and open Deliver bad news in person Script it to ensure a consistent message Pick your receiver Consider and plan delivery 
  • 11. Oh, and by the way… You might want to consider a few things before diving in.
  • 12. Separate, Evaluate, & Deliver In a way they can be heard
  • 13. Be upfront, honest and open http://www.wired.com/epicenter/2008/01/four-tricks-com/ Susan Berkley gives some tips on how does a project manager break bad news. Be professional. Separate the people from the problem Tell the truth. Give them all the facts. Empathize. It’s naïve to tell stakeholders not to worry or be angry. Acknowledge their feelings. Let them vent. Negative emotions must be attended to before being replaced with a positive plan. Take control. Outline a specific plan of action. Follow up. Do what you say you’re going to do.
  • 14. 2. Deliver bad news in person Delivering it via email is even worse. Doing it by phone is bad. http://bethgeduld.wordpress.com/category/etiquette/telephone-skills/
  • 15. 3. Evaluate & script it to ensure a consistent message Dr. Robert Buckman is a cancer specialist who teaches doctors and consults with Fortune 500 companies. "Begin a difficult conversation by listening," he says. "And end it by summarizing. Review the ground you've covered, identify a plan, agree on a 'contract' for the next contact.” He adds, “Start with open-ended questions. Explore perceptions before you try to define reality.” This can help you & others from getting emotional. http://crackthesocialmediacode.com/wordpress/?p=1062
  • 16. 4. Pick your receiver Determine who is the best person to deliver the bad news. You want someone who is careful, considerate, and has the authority to act.
  • 17. 5. Consider and plan for delivery Be objective Draw pictures Be timely, factual, & clear Understand that not all delivery should be considered equal… let’s take a look. http://papershine.com/archives/2006/
  • 18. Style matters… When it comes to delivery
  • 19. Consider your delivery method & recommendations From Gary A. Williams and Robert B. Miller’s article titled “ Change the Way You Persuade ” in the Harvard Business Review , May 2002: We have a tendency to focus on the content of the message and far less time on how the message is delivered.   The focus should be on how to present the message effectively. Tailor the message to that person’s decision-making style will go a long way to deliver bad news in a way that can be heard by the intended receiver.
  • 20. People’s behavior makes sense to them. Delivering bad news in the most effective way means assessing the receiver preferences first. Consider the following: What drives or influences them Context & info they need Timing & time needed Medium/materials http://www.shutterstock.com/ Variety – it takes all types…
  • 21. Decision-making style: Followers 36% of decision-makers   Make decisions based on how other trusted decisions-makers or they themselves have made similar decisions in the past.   Responsible, cautious, and bargain conscious. Usually risk-averse.   Focus on proven methods and testimonials. Need to see that it’s been somehow done before.
  • 22. Decision-making style: Charismatic 25% of decision-makers   Tends to be exuberant about a new idea or proposal. Final decision is based on balanced information, not just emotions.   Captivating, enthusiastic, dominant, and talkative. Seeks out risk.   Use simple, straightforward arguments and visual aids. Resist the temptation to jump on this style’s bandwagon of initial excitement.
  • 23. 19% of decision-makers   Highly suspicious of data that don’t fit with or challenges their worldview. Make decisions based on their gut feelings.   Combative style and usually described as take-charge individuals.   Demanding, disruptive, rebellious   Establish as much credibility and clout as possible with this person. Get support from someone whom this decision-maker trusts before pitching the idea. Decision-making style: Skeptics
  • 24. 11% of decision-makers Impressed with data. Can exhibit contradictory points of view within a single meeting.   Need to cautiously work through all options before making a decision. Can be the toughest to persuade and is risk averse.   Logical and academic.   Have lots of data available. They need as much info as possible to make a decision.    Decision-making style: Thinkers
  • 25. 9% of decision-makers Hate ambiguity. Focus on the pure facts and analytics of a decision because of their own fears and uncertainties. Tend to be logical, unemotional, detail oriented, and analytical. Risk averse. Don’t be too aggressive. Present the facts and details and leave it to the decision maker to work through.    Decision-making style: Controllers
  • 26. Determining best fit Most folks tailor the message toward Thinkers and Controllers , which make up the smallest population of the five styles. Despite style differences people tend to use a one-size-fits-all approach when trying to convince or deliver bad news to others.
  • 27. Be factual & timely Be thoughtful Separate the people from the problem Be clear about … what you need to share … when you need to share it … how you want to share it … the best way to share it Tips for delivering bad news in good ways http://www.wired.com/magazine/2010/06/st_cheatscience_badnews/
  • 28. Questions??? In conclusion The good, the bad, & overcoming the ugly: Be a clear communicator Separate, evaluate, serve up solutions when planning for and delivering bad news Consider the receiver’s style when giving/receiving bad news Final thoughts on delivering bad news in good ways
  • 29. Thank you! Alison Sigmon, M.Ed, LPC, PMP [email_address]