Earlier this year, we offered some tips on good communication in the workplace. Even if this advice is taken and general communication is effective, it seems morally and emotionally much harder to deal with bad news at this time of year. However well we plan ahead, occasionally sad or bad news just cannot wait, whether it is to be given on a personal or business level.
So what happens when something goes wrong and there is no option but to spoil the party and announce some bad news?
Many of us who have worked in the industry for a number of years, especially in positions of managerial responsibility, may have had to endure the dubious task of announcing redundancies - some of us have had to do this just before and immediately after Christmas.
Even when there is a sound business and commercial case to be made that does not allow an earlier or later announcement neither of these options is ideal. A “before Christmas” announcement will undoubtedly ruin everyone’s Christmas whilst the “after Christmas” announcement can bring accusations of dishonesty for not saying anything earlier (and for failing to provide the information that may have led to prevention of excessive spending at Christmas).
The real message, however, is there is no good time to give bad news.
The key is to always remember to offer the news in a way that is sensitive and tries to maintain the dignity of those receiving it. To achieve this, it is important that any announcement is made with the following points in mind:
• It must be carefully planned
• It should take into account the nature of the intended recipient(s) and their likely perceptions, feelings and reactions
• It should be clear and unambiguous
• Adequate opportunities should be available at the time (and later (see below) for relevant discussion and questions
It may be very useful to try to anticipate the most likely questions and prepare the answers. However, care needs to be taken to answer the actual questions being asked rather than simply reading out a prepared statement that is close to, but does not actually address the real question.
As well as offering time for discussion and questions immediately after the announcement, it is important to recognise that people will have further thoughts and additional questions, so, after a suitable interval, extra opportunities should be provided for these.
Often, upon first hearing something, especially if it is unexpected, shock prevents rational thought at the time. Equally, some people simply need time to assimilate information and reflect before being able to formulate and ask questions. Finally, some will not ask questions in an open forum so will seek a private meeting.
The same rules should apply to any form of communication, whether it is internal or external. After all, how would you rate a sales representative if they walked into the offices of an important customer ill prepared, unsure of the content of their presentation, offered an unclear message and was unable to cope with questions? Why should communication with your employees be any different?
It is also important that you do not forget the meaning of the word “communication”. It is not simply delivering information. That is just “telling”, not communicating. It now may be something of a management training cliché but we do have two ears and one mouth. Effective communication requires that we need to ensure that any message we deliver is understood - this requires listening to any feedback to ensure that the information has been received and understood.
So, among your New Year resolutions, whether you are the most senior or the most junior person in your organisation, how about promising to work harder on communication at all levels in the business, whether for good news, bad news or simply to enhance the two-way flow of information.
Of course, before we can think about actions for the New Year, you may have to first sort out the aftermath of the office party and related seasonal events! Many things can go wrong so here are our five top tips to watch out for during the festive season.
1. Sexual harassment
2. Drinking at work - but bear in mind who supplied the drink in the first place!
3. Abuse of e-mails - there are sure to be many very ‘unfestive’ Santa cartoons that are circulating the world again this year!
4. Absence - the morning after effect.
5. Breaches of the company policy on ‘gifts’
It may sound like spoiling the party, but why not clear the air before its too late. Anticipation and communication may solve problems before they arise.
From everyone at MorePeople, we wish all our friends and customers a very Merry Christmas and a prosperous and peaceful New Year.
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