What Business Leaders Could Learn From Doctors About Delivering Bad News
Think your dentist has trouble telling you just prior to your root canal you will feel a little pinch? Doctors are used to delivering bad news. To counteract this, they become skilled communicators. Business leaders could learn a lot from doctors who deliver bad news. Here is what most doctors (and leaders) should pay attention to when they have something to communicate that is important–and must be understood:
o Create the Right Environment. Most doctors don’t just walk up and drop a bomb. Instead, they examine the environment–invite you into their office if possible–and attempt to create soothing conditions.
o Have Everyone Present that Needs to be There. If you are delivering bad news about a downsizing, have the HR department or consultant who will help them make the transition right next to you.
o Ask What they Know First. This is a good technique to get rumors out of the way. Follow this quickly by telling them you will provide answers to everything you can.
o Ask How Much they Want to Know. Everyone doesn’t want the same information when they get bad news. Some just shrug it off; others insist on details. No two are alike. Ask if they have questions, but if they don’t let them walk out gracefully.
o Share What you Know. Don’t be coy or hide the facts. Explain the reason behind the action. People aren’t dummies; don’t treat them as such.
o Let People Vent. Your role as a leader requires you to accept human emotion–even tragedy–from others in a rational, calming manner.
o Establish a Plan for What Happens Next. Don’t leave them guessing about benefits or anything else. Tell them what will happen. Lay it out for them. Then, stick to your side of the agreement.
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