A bad news conversation is never enjoyable, whether you're the one delivering it or the one receiving it. No matter how skilled you are as the deliverer, conducting such a conversation remains challenging. There are, however, tricks to make this discussion flow more smoothly. We'd like to share tips on how best to approach such a conversation.

Bad news conversations are never pleasant! An employee's contract is not being renewed, the bonus someone hoped for is not being granted, or set competencies have not been achieved. No matter how good you are as a speaker, it always remains difficult to conduct a bad news conversation. It's simply part of life. We'd love to share the best approach and share personal experiences from our team leader Wesley.

The way such a conversation is approached makes a big difference for both the receiver and the sender. It may sound like a cliché, but "A good preparation is always half the battle". This also applies to conducting a bad news conversation.

Before the conversation, think carefully about the content, how you will convey it, and what the best wording is. In such a conversation, never beat around the bush. It's better to get straight to the point. Clarity provides peace for both sender and receiver. It's likely that the receiver will need a moment to vent afterwards; it's a human reaction to want to extinguish this moment of emotion. Give someone the time, space, and peace to be angry or sad. Once the receiver is calmed down, show empathy. Continue the conversation about the news and be clear about why a choice was made. Amidst all the emotions, it's possible that someone missed the information. The final step is to discuss follow-up actions.

Note: Delivering bad news in passing is unpleasant for both the sender and the listener. Always take the time for a bad news conversation. This also gives the other person the opportunity to ask questions, engage in conversation, and provide reflection.

A Positive Vibe

It sounds strange. Ending a bad news conversation with a positive vibe. But it's certainly not impossible. Try to always offer something positive at the end. There are always some positive points to highlight. Offer tips for next steps or say you'd be happy to write a reference for the person in question.

Online

Currently, we are primarily working from home in the Netherlands. It is therefore unavoidable to conduct a bad news conversation via a video call. Not ideal, of course, because in a physical conversation body language says a lot and contributes to communication. Moreover, there are handy tricks to put someone at ease during a conversation. An example is mirroring body language. If someone is very "closed" in a conversation, this posture can be mirrored and gradually made more "open". Your conversation partner will do the same with you, adopting a more open posture. This increases the likelihood that verbal communication will also proceed more smoothly. Mirroring the other in non-verbal communication is also known as isopraxism.

Behind the webcam, it is almost impossible to see each other's posture, let alone mirror it. Therefore, prepare conversations extra well and choose words wisely. An added benefit is that your preparatory work can more easily be used as a cheat sheet. It can help you to proceed through the conversation in a structured way.

“Take the time for a bad news conversation.”

Wesley, Team Leader at ContactCare