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And the good news is? How to communicate bad news in the right way

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Blythe Campbell
Blythe Campbell

Bad communication about bad news can be really bad for your organization. Learn why bad news is so "sticky" and how to use a simple six-step process to communicate bad news the right way.

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And the good news is? Communicating bad news to the right people in the right way Blythe Campbell, NANA Development Corporation
Today’s session Bad news defined Why people like bad news Why bad news is stronger than good How people react to bad news What’s your goal? A borrowed approach to delivering bad news Why sharing bad news in the right way is a good idea
Bad news defined News that changes someone’s situation for the worse (News that changes someone’s situation at all) For this session, we’re going to define bad news as something you know in advance and have time to plan for, and a crisis as something sudden and unexpected.
Bad news falls on a continuum – and it’s subjective
Why people like bad news “Negativity Bias” • Genetics - if you are aware of threats you are more likely to survive • Brain science – negative information gets more processing time than positive information
Bad news is stronger than good
How people react to bad news Grief Tears Anger Withdrawal Denial Blame Guilt Disbelief Anxiety Shame Sadness Shock Fear Depression Bargaining Rejection Resignation Paralysis Stress Hopelessness Cynicism Rage Acceptance Confusion
What’s your goal? Why do you want to share bad news? Who really needs to know? What do you want people to DO? How do you want people to FEEL?
Reasons not to share bad news – at least for now You don’t have enough accurate, stable and actionable information You don’t have a solution yet You believe transparency is about the volume and speed of information – not its quality You’re just doing it to make yourself feel better
How to deliver bad news
TheSix-Step EPEC Model www.epec.net One model we can borrow – how doctors are trained to tell patients about terminal illness (EPEC – Education for Physicians on End of Life Care) 1. Make a plan 2. Find out what the audience knows 3. Find out what the audience wants to know, and how 4. Share the bad news 5. Respond to feelings 6. Follow up
StepOne: Make a Plan Make sure you have all the information Decide who should be present Decide who should communicate the bad news Rehearse what they will say Create the right environment Allow adequate time and prevent interruptions
StepTwo: Find out what the audience knows What’s their “frame” – the way they picture your organization and its environment What do they already know about the situation? How would they describe the situation? What else have they heard about it? How do they feel about it?
StepThree: Find out what the audience wants to know, and how Full details, or partial information? All at once, or in stages? What communication tools will work best for the situation, the audience, and your leaders?
Step Four: Share the bad news (finally!) Be straightforward Use simple language Avoid technical jargon or euphemisms Check for understanding Don’t minimize the severity of the situation Be prepared to pivot Correct misinformation or misunderstanding
Step Five: Respond to feelings Show empathy and sensitivity Be prepared for a wide range of reactions Acknowledge emotions Use nonverbal communication where appropriate
StepSix: FollowUp Share next steps - solutions Provide sources of support Commit to continued engagement
The missing steps? Some other things to think about: • Forecasting/preannouncements/advance warnings • Giving an explanation or justification • Accepting responsibility and, if appropriate, apologizing • Building coalitions to build internal and/or external support
Some key interpersonal skills
Building a base of trust People handle bad news better when: • You have a history of reliability • They perceive you have good intentions toward them • They perceive the decision process is fair • They have an opportunity to give feedback
Owning it Bad news is always better coming from your organization than from an outside source It’s not about the “spin” – you have to “right the wrong” If the outcome is really negative, you still need to follow the process – just don’t expect to wave a magic wand and make everyone feel better
Doing it right Breaking bad news in the right way can: • Help people cope • Help people plan • Support people emotionally • Strengthen relationships • Foster collaboration • And position your organization to move beyond the bad news to a new future
Thank you! Blythe Campbell (907) 717-7546 Blythe.Campbell@nana.com Twitter @BlytheCampbell LinkedIn BlytheCampbell

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And the good news is? How to communicate bad news in the right way

  • 1. And the good news is? Communicating bad news to the right people in the right way Blythe Campbell, NANA Development Corporation
  • 2. Today’s session Bad news defined Why people like bad news Why bad news is stronger than good How people react to bad news What’s your goal? A borrowed approach to delivering bad news Why sharing bad news in the right way is a good idea
  • 3. Bad news defined News that changes someone’s situation for the worse (News that changes someone’s situation at all) For this session, we’re going to define bad news as something you know in advance and have time to plan for, and a crisis as something sudden and unexpected.
  • 4. Bad news falls on a continuum – and it’s subjective
  • 5. Why people like bad news “Negativity Bias” • Genetics - if you are aware of threats you are more likely to survive • Brain science – negative information gets more processing time than positive information
  • 7. How people react to bad news Grief Tears Anger Withdrawal Denial Blame Guilt Disbelief Anxiety Shame Sadness Shock Fear Depression Bargaining Rejection Resignation Paralysis Stress Hopelessness Cynicism Rage Acceptance Confusion
  • 8. What’s your goal? Why do you want to share bad news? Who really needs to know? What do you want people to DO? How do you want people to FEEL?
  • 9. Reasons not to share bad news – at least for now You don’t have enough accurate, stable and actionable information You don’t have a solution yet You believe transparency is about the volume and speed of information – not its quality You’re just doing it to make yourself feel better
  • 11. TheSix-Step EPEC Model www.epec.net One model we can borrow – how doctors are trained to tell patients about terminal illness (EPEC – Education for Physicians on End of Life Care) 1. Make a plan 2. Find out what the audience knows 3. Find out what the audience wants to know, and how 4. Share the bad news 5. Respond to feelings 6. Follow up
  • 12. StepOne: Make a Plan Make sure you have all the information Decide who should be present Decide who should communicate the bad news Rehearse what they will say Create the right environment Allow adequate time and prevent interruptions
  • 13. StepTwo: Find out what the audience knows What’s their “frame” – the way they picture your organization and its environment What do they already know about the situation? How would they describe the situation? What else have they heard about it? How do they feel about it?
  • 14. StepThree: Find out what the audience wants to know, and how Full details, or partial information? All at once, or in stages? What communication tools will work best for the situation, the audience, and your leaders?
  • 15. Step Four: Share the bad news (finally!) Be straightforward Use simple language Avoid technical jargon or euphemisms Check for understanding Don’t minimize the severity of the situation Be prepared to pivot Correct misinformation or misunderstanding
  • 16. Step Five: Respond to feelings Show empathy and sensitivity Be prepared for a wide range of reactions Acknowledge emotions Use nonverbal communication where appropriate
  • 17. StepSix: FollowUp Share next steps - solutions Provide sources of support Commit to continued engagement
  • 18. The missing steps? Some other things to think about: • Forecasting/preannouncements/advance warnings • Giving an explanation or justification • Accepting responsibility and, if appropriate, apologizing • Building coalitions to build internal and/or external support
  • 20. Building a base of trust People handle bad news better when: • You have a history of reliability • They perceive you have good intentions toward them • They perceive the decision process is fair • They have an opportunity to give feedback
  • 21. Owning it Bad news is always better coming from your organization than from an outside source It’s not about the “spin” – you have to “right the wrong” If the outcome is really negative, you still need to follow the process – just don’t expect to wave a magic wand and make everyone feel better
  • 22. Doing it right Breaking bad news in the right way can: • Help people cope • Help people plan • Support people emotionally • Strengthen relationships • Foster collaboration • And position your organization to move beyond the bad news to a new future
  • 23. Thank you! Blythe Campbell (907) 717-7546 Blythe.Campbell@nana.com Twitter @BlytheCampbell LinkedIn BlytheCampbell