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What do you do if your executive team needs to deliver difficult or sensitive news?

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Delivering difficult or sensitive news is an inevitable part of executive management. The way this news is conveyed can significantly impact your organization's morale and reputation. It requires a careful approach, clear communication, and a strategy that considers the feelings and responses of all stakeholders. Whether it's announcing layoffs, changes in management, or company restructuring, your executive team must handle the situation with tact, transparency, and empathy.

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Desha Setiardi

MBA | McKinsey FP | PhD in Leadership and Organization Strategy.
Jack Artman

CFO | Corporate Development | Board | Advisor | Investor | Hobby Coder | Passionately unleashing the full potential of…
Sal Assiri

Sal Assiri | Entrepreneur | CEO | Founder | Strategist | Networker, SALCO International. We provide services and…

1 Prepare Thoroughly

Before delivering sensitive news, it's crucial to prepare meticulously. This involves understanding the full context of the situation, anticipating questions, and addressing potential concerns. You should gather your executive team to discuss the message, its implications, and the best way to deliver it. Role-playing different scenarios can be beneficial to anticipate reactions and prepare appropriate responses. Preparation ensures that the message is consistent and that all executives are aligned on the communication strategy.

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Desha Setiardi

MBA | McKinsey FP | PhD in Leadership and Organization Strategy.
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In my experience, thorough preparation is essential before delivering sensitive news. It's crucial to grasp the entire context, anticipate potential questions, and address concerns. Bringing together the executive team to discuss the message, its implications, and delivery methods is crucial. Role-playing various scenarios helps anticipate reactions and prepare appropriate responses. This meticulous preparation ensures message consistency and alignment among executives on the communication strategy.

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Sal Assiri

Sal Assiri | Entrepreneur | CEO | Founder | Strategist | Networker, SALCO International. We provide services and solutions that help our clients achieve maximum return on their investment.
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When the executive team delivers challenging or sensitive information, it is crucial to approach the situation with empathy, transparency, and strategic communication. Your top priority should be making thorough preparations. Before the announcement, ensure the team gathers and understands all relevant information. This includes the reasons behind the decision, potential impacts, and any accompanying plans or solutions. Also, give sufficient time to understand the impact of other options and scenarios on the business or project in hand by clarifying what conclusion was made and why it was made.

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2 Choose Timing

Timing is critical when delivering difficult news. You want to choose a moment that allows the message to be received and processed effectively. Avoid times when employees are likely to be distracted or when the company is facing other significant issues. Sometimes, timing is dictated by external factors such as regulatory requirements or market conditions. Regardless, aim to communicate at a time that demonstrates respect for your audience's need to digest the information and ask questions.

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Jack Artman

CFO | Corporate Development | Board | Advisor | Investor | Hobby Coder | Passionately unleashing the full potential of transforming enterprises
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Being able to choose timing is a rare privilege for sensitive news. More often than not you’ll deal with leaks, legal or regulatory triggers that leave little time for response. The best way to be prepared for such eventualities is to include communication planning as part of the strategic planning process. For all topics that have an increased risk of tripping a sensitive communication trigger (many like M&A can be identified generically), ensure that you have template wording, identify who may be involved in filling the content, understand the potential audience (internal and external) and align the appropriate communication channels.

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3 Communicate Clearly

Clarity is non-negotiable when it comes to communicating sensitive news. Use straightforward language and avoid jargon or euphemisms that can confuse or mislead. It's important to provide as much information as possible without overwhelming your audience. Explain the reasons behind the decision, how it will affect the company and its stakeholders, and what steps are being taken to mitigate negative impacts. Clear communication reduces misunderstandings and helps maintain trust.

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4 Show Empathy

Empathy should be at the heart of your approach when delivering bad news. Acknowledge the emotional impact the news may have on your employees and other stakeholders. Showing genuine concern and understanding can go a long way in maintaining morale and loyalty. Be prepared to listen to feedback and respond compassionately. Empathetic communication can help ease tension and foster a supportive environment during challenging times.

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Sal Assiri

Sal Assiri | Entrepreneur | CEO | Founder | Strategist | Networker, SALCO International. We provide services and solutions that help our clients achieve maximum return on their investment.
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When delivering difficult news, it's important to show empathy and acknowledge the emotions and concerns of those affected. People are usually affected by bad news in various ways, so don't expect everyone to react the same way. Be prepared to listen and provide support and resources for those affected. This may include follow-up meetings, one-on-one discussions, or access to additional support services. Keep communication channels open and be responsive to questions and concerns as they arise. This is especially important if the bad news causes some degree of damage and loss to those affected.

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5 Follow Up

After the initial announcement, follow-up is essential. Provide channels for people to ask questions, express concerns, or seek additional information. This could be through follow-up meetings, one-on-one discussions, or written communications like emails or FAQs. Following up not only helps clarify any points of confusion but also shows that you are committed to transparency and open dialogue throughout the process.

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6 Maintain Transparency

Throughout the entire process, maintaining transparency is key. This means being honest about what you know, what you don't know, and what you are doing to find out more. If certain details cannot be shared due to confidentiality or legal reasons, explain why. Transparency builds trust and can help prevent rumors or misinformation from spreading. It's important for your executive team to lead by example and uphold the values of openness and honesty during difficult times.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your executive team needs to deliver difficult or sensitive news?

1

2

3

4

5

6

7

1 Prepare Thoroughly

2 Choose Timing

3 Communicate Clearly

4 Show Empathy

5 Follow Up

6 Maintain Transparency

7 Here’s what else to consider

Executive Management

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What do you do if your executive team needs to deliver difficult or sensitive news?

1

2

3

4

5

6

7

1 Prepare Thoroughly

2 Choose Timing

3 Communicate Clearly

4 Show Empathy

5 Follow Up

6 Maintain Transparency

7 Here’s what else to consider

Executive Management

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