Breaking bad news
A cancellation, a negative decision or a change that will disappoint the recipient often has to be communicated. When you prepare well and say it directly but gently, the person will continue to trust you.
You will need
- The facts and reasons written down
- Information on what happens next
- A calm time and place
- Information on any alternatives or support
Steps
Get the facts straight
First make sure you know what has been decided, why and what it means for the recipient. Do not go and share half-finished information.
Choose the right channel
Prepare your key sentence
Lead in briefly
Explain the reason clearly
Leave room for a reaction
Explain the next steps
Confirm in writing
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