Breaking the Unfortunate: How to Deliver Bad News with a Smile

Why Is It So Difficult to Deliver Bad News?

In a word, emotions. When you have to tell someone something they don't want to hear--whether it's an employee that their job is being eliminated or a customer who just discovered they'd been overcharged--you're putting yourself in an awkward position.

Could it be because we don't want to ruin someone's day, crush their hopes and dreams, or maybe just have them hate our guts? No, it's definitely just the challenge of finding the right words to soften the blow.

Delivering the Bad News

When you're delivering bad news, don't forget that you're also communicating with everyone else in earshot. So make sure to put on a show and think about how others will perceive you.

• Start with a compliment.
• Use humour to lighten the mood, but don't be too silly--you want to keep it professional and respectful of your customer's feelings.
• Blame it on someone or something else (if possible). For example: "The server crashed, so we lost all our data." Or: "Shipment got delayed from Logistic partner"
• Soften the blow with empathy by saying something like "I know this isn't what you were expecting..." or "I'm sorry this happened..."
• Offer solutions if possible--for example, if there's nothing else available at that price point, offer an alternative solution such as extending the return policy period, Credits or offering waivers or so whichever is possible.

Managing the Reactions

When the person starts reacting, just shut up and listen. Don't even try to interrupt them, even if you think they're wrong. Just nod your head and repeat back what they said so they feel heard. Then, follow up with them, later on, to make sure they're still alive.

Moving Forward

After you've delivered the bad news and after everything is said and done, focus on the positives! What went well, and how you can improve for next time?

And hey, if all else fails, Its Okay! Just put on a big smile and pour yourself a stiff drink. Cheers to delivering bad news like a pro!