Yesterday, while coaching an aspiring auditor on delivering bad news, a realisation struck me: this is a critical skill for EVERYONE in business. We’ve all been on the receiving end of a letdown, as customers or clients. But have we all been equipped to deliver such news effectively?
Here are some steps along with phrases which may help you navigate these conversations with clarity, empathy, and professionalism:
1. Open with empathy and appreciation
- Thank you for taking the time to meet with me today.
- I know you were looking forward to [desired outcome], and I appreciate your patience.
2. Transition to the news
- We’ve encountered a bit of a challenge with [finding/problem].
- However, due to technical limitations, we won’t be able to offer that specific option.
3. Offer Context (When Possible):
- To help you understand the situation better, here’s some background on the issue…
- We explored various options, and ultimately this decision came about because…
4. Highlight the positive aspect
- Focus on what’s going well (if applicable): “The good news is [positive aspect].”
- Emphasise the opportunity for improvement: “This finding presents an opportunity for us to (improve something).”
5. Prepare for Questions (and Emotions):
- I understand you might have questions about this. Please don’t hesitate to ask.
- Transparency is important. I’m here to provide all the information I can and answer any questions you might have about this situation.
By following these tips and incorporating these helpful phrases, you can deliver bad news in a way that minimises negativity, fosters trust, and paves the way for a productive path forward. Remember, clear communication is key to navigating even the most challenging business conversations.
Empowering you with effective communication,
Pamela Savage
English Specialist Trainer
Capstone English Consultancy 