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How do you handle the reactions and responses of your followers when you communicate bad news or failures?

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How do you handle the reactions and responses of your followers when you communicate bad news or failures? This is a common challenge for leaders, influencers, and anyone who has a public or professional role. In this article, you will learn some tips and strategies to communicate bad news and failures effectively, while maintaining your credibility and trust with your followers.

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Helen Gottstein - Loud and Clear

CEO Presentation Coach | Strategic Storytelling for Executives | Public Speaker | Terrible Cook

1 Why it matters

Communicating bad news and failures is not easy, but it is inevitable. Whether you are announcing a project delay, a budget cut, a product recall, or a personal setback, you need to be honest, transparent, and empathetic with your followers. If you communicate poorly, you risk losing their respect, loyalty, and engagement. If you communicate well, you can turn a negative situation into an opportunity to show your leadership, resilience, and integrity.

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Helen Gottstein - Loud and Clear

CEO Presentation Coach | Strategic Storytelling for Executives | Public Speaker | Terrible Cook
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This resonates for me also in contexts where an empathic and clear corporate apology is vital to maintain credibility and trust. "I'm sorry you feel that way," is inadequate and ingenuine. It's what's called the non-apology apology. There's no remorse for something said or done and there's an implication the person took offense for hypersensitive or irrational reasons. Another form of non-apology is the generic "to anyone who might have been offended/disappointed/hurt." All those conditional tenses are a clear indicator of avoidance. When there's a significant product failure, and a company apologizes fast, accurately and empathically, public perception is more positive. Planning those statements in advance is smart.

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Angie Snowball

LinkedIn Strategy Specialist | LinkedIn Training | Communication Consultant | Culture Coach | Podcast Host of Business without Borders | Public Speaker | Let's tell the world your story.
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I recently experienced a devastating personal loss and it affected my performance with my clients. I delivered all of the promised items but not with my usual above-and-beyond style. Although it was difficult, I was extremely transparent and shared the situation with each of them. Everyone was incredibly understanding and wouldn't even accept my offer to add bonus services for the following month. Honesty and transparency are respected in every industry.

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2 How to prepare

Before you communicate bad news or failures, you need to prepare yourself and your message. First, you need to accept the reality of the situation and take responsibility for your role in it. Don't blame others, make excuses, or deny the facts. Second, you need to identify the key points and the purpose of your communication. What do you want your followers to know, feel, and do? How can you address their concerns and expectations? Third, you need to choose the best channel and timing for your communication. Depending on the nature and impact of the news or failure, you may need to communicate in person, by phone, by email, or by social media. You also need to communicate as soon as possible, without delaying or hiding the information.

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3 How to deliver

When communicating bad news or failures, it is important to deliver your message clearly, confidently, and compassionately. To do this, start with a positive or neutral statement to capture your followers' attention and show your respect. Then, state the bad news or failure directly and briefly, without sugarcoating or exaggerating it. Explain the reasons and consequences of the situation, without going into too much detail or technical jargon. Additionally, express your emotions and empathy for your followers, without being defensive or emotional. Offer solutions, alternatives, or actions that you or your followers can take to overcome or mitigate the situation, without making false promises or unrealistic expectations. Finally, end with a positive or hopeful statement to inspire your followers and show your commitment.

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4 How to respond

After you communicate bad news or failures, you need to respond to your followers' reactions and responses. You may encounter various types of feedback, such as questions, comments, criticisms, or compliments. To help you, it is important to listen actively and attentively to your followers without interruption or dismissal. Acknowledge and validate their feelings and opinions without agreeing or disagreeing. Answer their questions honestly and respectfully, without avoiding or evading them. Address their comments constructively and politely, without arguing or attacking them. Lastly, thank them for their feedback and support without being patronizing or manipulative.

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5 How to follow up

Finally, it is important to follow up with your followers after communicating bad news or failures. Show them that you care about them and the situation, and that you are working to improve it. Regularly update your followers on the progress and outcomes of the situation, without repeating or ignoring the information. Invite your followers to share their ideas, suggestions, or experiences on how to deal with the situation, and recognize and appreciate their contributions, efforts, or achievements. Apologize and learn from your mistakes, and celebrate and share your successes.

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How do you handle the reactions and responses of your followers when you communicate bad news or failures?

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1 Why it matters

2 How to prepare

3 How to deliver

4 How to respond

5 How to follow up

Interpersonal Communication

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How do you handle the reactions and responses of your followers when you communicate bad news or failures?

1

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1 Why it matters

2 How to prepare

3 How to deliver

4 How to respond

5 How to follow up

Interpersonal Communication

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