And the good news is?Communicating bad news to the right people in the right way

Blythe Campbell, NANA Development Corporation

Today’s session

Bad news defined

Why people like bad news

Why bad news is stronger than good

How people react to bad news

What’s your goal?

A borrowed approach to delivering bad news

Why sharing bad news in the right way is a good idea

Bad newsdefined

News that changes someone’s situation for the worse

(News that changes someone’s situation at all)

For this session, we’re going to define bad news as something you know in advance and have time to plan for, and a crisis as something sudden and unexpected.

Bad news falls on a continuum –and it’s subjective

Why people like bad news

“Negativity Bias”

• Genetics - if you are aware of threats you are more likely to survive

• Brain science – negative information gets more processing time than positive information

Bad news is stronger than good

How people react to bad news

GriefTearsAngerWithdrawalDenialBlameGuiltDisbelief

AnxietyShameSadnessShockFearDepressionBargainingRejection

ResignationParalysisStressHopelessnessCynicismRageAcceptanceConfusion

What’s your goal?

Why do you want to share bad news?

Who really needs to know?

What do you want people to DO?

How do you want people to FEEL?

Reasons not to share bad news – at least for now

You don’t have enough accurate, stable and actionable information

You don’t have a solution yet

You believe transparency is about the volume and speed of information – not its quality

You’re just doing it to make yourself feel better

How to deliver bad news

The Six-Step EPEC Model

www.epec.net

One model we can borrow – how doctors are trained to tell patients about terminal illness (EPEC – Education for Physicians on End of Life Care)

1. Make a plan

2. Find out what the audience knows

3. Find out what the audience wants to know, and how

4. Share the bad news

5. Respond to feelings

6. Follow up

Step One:Make a Plan

Make sure you have all the information

Decide who should be present

Decide who should communicate the bad news

Rehearse what they will say

Create the right environment

Allow adequate time and prevent interruptions

Step Two:Find out what the audience knows

What’s their “frame” – the way they picture your organization and its environment

What do they already know about the situation?

How would they describe the situation?

What else have they heard about it?

How do they feel about it?

Step Three:Find out what the audience wants to know, and how

Full details, or partial information?

All at once, or in stages?

What communication tools will work best for the situation, the audience, and your leaders?

Step Four: Share the bad news (finally!)

Be straightforward

Use simple language

Avoid technical jargon or euphemisms

Check for understanding

Don’t minimize the severity of the situation

Be prepared to pivot

Correct misinformation or misunderstanding

Step Five:Respond to feelings

Show empathy and sensitivity

Be prepared for a wide range of reactions

Acknowledge emotions

Use nonverbal communication where appropriate

Step Six:Follow Up

Share next steps - solutions

Provide sources of support

Commit to continued engagement

The missing steps?

Some other things to think about:

• Forecasting/preannouncements/advance warnings

• Giving an explanation or justification

• Accepting responsibility and, if appropriate, apologizing

• Building coalitions to build internal and/or external support

Some key interpersonal skills

Building a base of trust

People handle bad news better when:

• You have a history of reliability

• They perceive you have good intentions toward them

• They perceive the decision process is fair

• They have an opportunity to give feedback

Owning it

Bad news is always better coming from your organization than from an outside source

It’s not about the “spin” – you have to “right the wrong”

If the outcome is really negative, you still need to follow the process – just don’t expect to wave a magic wand and make everyone feel better

Doing it right

Breaking bad news in the right way can:

• Help people cope

• Help people plan

• Support people emotionally

• Strengthen relationships

• Foster collaboration

• And position your organization to move beyond the bad news to a new future

Thank you!

Blythe Campbell

(907) 717-7546

Blythe.Campbell@nana.com

Twitter @BlytheCampbell

LinkedIn BlytheCampbell