The Hidden Costs of ‘Shooting the Messenger’ at Work

Nobody likes getting bad news, but hiding from it is almost always worse. If you are driving and someone points out that one of your lights is broken or you have a flat tyre, they are doing you a favour. You then have the chance to fix the problem before it causes more damage, causes you to have an accident, or you are given a ticket. We would not dream of being anything other than grateful to the person who helps us out in that situation.

In fact, while we never like hearing about a problem, we generally recognise the importance of that knowledge and the idiocy of venting our anger at the informant—unless we are at work and it is a colleague telling us about a problem or that things are less than perfect. For some reason, many workplaces still view shooting the messenger as normal and completely acceptable. This is a big problem for many reasons.

It is Inappropriate and Unprofessional

Let’s start with the most basic reason why punishing the bringer of bad news is wrong – it is no way to treat anyone. Even if the person telling you about the problem played some part in causing it, they do not deserve to be subject to a tirade. They are taking responsibility for the issue and behaving professionally by telling you about it. The very least they deserve in return is a professional response. Getting angry, ranting and raving, or shouting at someone else is never professional or appropriate. If you need a release for a strong emotional reaction, wait until you are on your own to do whatever you need to do!

We all mess up sometimes – it is one of the main ways that we learn. If people become afraid of making a mistake, they often end up doing almost nothing at all. Of course, you can point out, respectfully, how the issue could be avoided in the future, but being angry with somebody helps no one. Remember, too, that everyone responds differently to the same situation. You may be able to shrug off someone being angry with you in a moment, but others may be troubled by it for a very long time. But there is no way of knowing how others will respond to anger, so do not assume they will be okay with it.

Everyone in the workplace deserves to be treated professionally and respectfully. Berating someone for bringing bad news is never ok.

It Leads to Cover Ups and Silence

But it gets worse. Shooting the messenger is a classic example of a spiralling behaviour. If you were on the wrong end of someone’s temper when you told them about a problem, what would you do next time you learned some bad news they should know? Chances are, most of us would try to find a way to avoid telling them, or at least to find a way to tell them without being around for their reaction.

Is this the type of culture you want to build? A couple of bad reactions to a problem arising may be all it takes to start a culture of silence, secrecy, and over-ups. As a manager, you need to know what is happening in your area of responsibility. It is not just about not being angry when you get bad news; it is about building a culture where everyone is encouraged to be open, even if it reflects poorly on them. You can do that by being open about your mistakes and building trust and empathy with those you manage.

Like most of us, I have made many mistakes in my working life, including a handful of real howlers. When someone shares with me an error they have made and is worried about the consequences, one of the ways that I try to reassure them is to tell them about one of my biggest mistakes and that I still have a moderately successful career. This both lightens the mood and helps them to keep things in perspective.

You need to know what is going on so you can fix it. Things that do not work provide valuable information, and we all know that the sooner you know about a problem, the easier and cheaper it is to fix it. Creating an environment where nobody tells you about issues until they have no alternative helps nobody, but that is precisely what you are doing if you are known for shooting the messenger.

If anything, we need to make more mistakes. Not the errors that come from trying to take lazy shortcuts but those that happen when you try new ideas and approaches. The safety first at all costs mindset severely limits growth, but it is inevitable when admitting a problem is a severe offence.

It Contributes to a Toxic Workplace

Despite all the pretty words about diversity, inclusion, and tackling bullying, many workplaces remain hugely toxic. People want to work at home not only to avoid travel and for their own convenience but also because many offices and other workplaces are not nice places to be. The blame culture is alive and well in many organisations, and shooting the messenger can be a big part of that.

People spend too much of their lives at work to tolerate being anxious and miserable while they are there for very long, and they should not have to do so. All it needs is for everyone to behave like decent human beings to one another. If something goes wrong outside everybody’s control, be angry about it together and find a solution rather than wasting all that time and energy trying to find someone to blame. ?When someone tells you about a mistake that is down to them, thank them and ensure they know how much you appreciate them doing so because it is never easy to admit to our mistakes, even in a supportive culture.

As with so much wrong in the workplace, it all comes down to behaving with kindness, patience, and understanding. Why do so many of us manage this outside of work but seem to become monsters when we go to work? The changes needed should not be so hard, and we all have a part to play.

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