What are the best practices for delivering bad news with empathy and honesty?

How to build trust and rapport through communication in the context of Corporate Communications

So, what are the best practices for delivering bad news with empathy and honesty?

Communication is a key skill for any corporate professional, especially when it comes to delivering bad news. Whether you need to inform a client, a colleague, or a boss about a setback, a mistake, or a failure, you want to do it in a way that preserves the relationship and shows respect.

In this article, we share some best practices for delivering bad news with empathy and honesty, and how to build trust and rapport through communication.

Understand the impact

Before you deliver bad news, you need to understand how it will affect the other person or party. Put yourself in their shoes and anticipate their emotions, reactions, and questions. This will help you prepare your message and tone, and show that you care about their perspective. You also need to consider the context and timing of the bad news, and choose the most appropriate channel and setting for the conversation.

Even positive intent can have a negative impact. Be willing to acknowledge the impact. And all stakeholders won’t feel the same - what’s good news for some, may be bad news for someone else - never assume.

Be clear and concise

When you deliver bad news, you want to be as clear and concise as possible. Avoid vague, ambiguous, or euphemistic language that might confuse or mislead the other person. Instead, use simple and direct words that convey the facts and the implications of the bad news. Don't beat around the bush or delay the main point. Start with a brief summary of the situation and then provide more details if needed.

Express empathy and compassion

Delivering bad news is not easy, and neither is receiving it. That's why you need to express empathy and compassion for the other person's feelings and situation. Acknowledge their emotions, validate their concerns, and offer your support and understanding. Don't minimise or dismiss their feelings, or blame them for the bad news. Instead, show that you are on their side and that you care about their well-being.

Explain the reasons and the actions

One of the most common questions that people have when they receive bad news is "why?". They want to know the reasons behind the decision, the problem, or the outcome. That's why you need to explain the logic and the criteria that led to the bad news, and provide evidence or examples if possible. You also need to explain what actions are being taken or expected as a result of the bad news, and how they will affect the other person or party.

Invite feedback and questions

Delivering bad news is not a one-way communication. You need to invite feedback and questions from the other person or party, and listen to their thoughts and opinions. This will help you understand their perspective, address their doubts or objections, and clarify any misunderstandings. It will also show that you respect their input and involvement, and that you are open to dialogue and collaboration.

Follow up and follow through

After you deliver bad news, you need to follow up and follow through with the other person or party. You need to check on their emotions, reactions, and actions, and provide any additional information or support that they might need. You also need to keep your promises and commitments, and update them on any changes or developments that might affect them. This will help you maintain the relationship and build trust and rapport through communication.

And remember - the humanity aspect is most important. You are about to deliver life changing news to someone. Be empathetic, that's not a weakness, it's a strength.