Tough Talk Bad News Delivered The Right Way

Writen by Aileen Pincus

Communicating Bad News The Right Way

It's the rare executive who actually enjoys speaking before groups of people, even under the best of circumstances. Public speaking routinely ranks highest on people's list of fears. Add the pressure of having to deliver bad news to good people, and even the most confident executive can stumble.

Every employee has a horror story about a manager's inability to relate bad news. One new manager tried to quell questions from anxious employees about their jobs by denying the obvious: he'd been hired to make changes. When that statement was met with skepticism, he explained, "What I meant was that I'm not going to make any changes that you don't already know have to be made." Not surprisingly, his words did little to stem fear, help employee morale, or change the speed with which resumes were readied, even among those spared the ax.

Another executive withheld information about necessary layoffs right up to and including the time those layoffs were being put into effect. As employees were summoned one by one into the executive's office, word began to spread through the employee grapevine like wildfire. Rumors flew out of control. One fired employee began calling workers who were not present, with erroneous news they too were about to be fired. So badly had the executive handled the situation, security guards had to be called in to handle growing employee anger and frustration, right in the presence of visiting clients.

To be sure, these are extreme, real-life examples of bad news communicated badly. However, even the announcement of difficult changes can be handled well by executives, if those announcements are handled honestly, appropriately, and with open and clear communication.

It makes no sense for executives whose workplaces are filled with rumor to stay silent. Yet many executives do just that, fearing that anything they say will only add to the anxiety. The first rule of communicating about change in the workplace is the same rule used in crisis communications: tell what you know when you know it.

Even if what you do know, or are allowed to say is limited, you will do yourself and your employees a great deal of good by setting the stage for open communication early. This gives executives an opportunity to learn of employee concerns and to squelch unfounded rumors at the outset. Even more importantly, it allows executives to communicate an understanding of those concerns to employees.

That will go a long way in giving both employees who are impacted, and those who are not, more confidence that their interests are being taken into account.

Executives should also use care and attention with the words and tone they use, along with how those words are likely to be perceived. Executives uncomfortable with the emotions involved in delivering unpleasant news often choose to present a simple recitation of the facts, in a neutral tone. While it's important to let employees know what is happening, and why, its equally important executives acknowledge the real pain those changes are causing. Don't assume workers know how you feel. Workers need to hear executives empathize about the impact of difficult decisions, and acknowledge their worth and contributions.

Executives need to find as many ways as possible to help ease the blow of bad news for all employees, those who might be downsized or reassigned, as well as those left behind. Communicating about any and all options available for employees helps ease the feelings of helplessness and frustration, among those most impacted by change. For those left behind, honest communication about new job duties or increased responsibilities will go a long way toward rebuilding morale and confidence.

Bad news doesn't have to be communicated badly. Honest, clear and powerful communication can help pave the way for a new beginning.

Aileen Pincus is president of The Pincus Group, a strategic communications training firm specializing in presentation skills, media training, speech and crisis communications. On the web at http://www.thepincusgroup.com

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Give Your Audience Something To Talk About

Writen by Andrew E. Schwartz

There is an old saying: "The first thing to do when the audience goes to sleep is to prod the speaker." Most presentations are not intense enough. The average audience is lulled to sleep by droning monotony. A really energetic presenter can lose a pound or more in the course of an hour-long presentation, which gives some idea of the vigor which can and should go into it. If you are alive, alert, intense, enthusiastic, the audience cannot put their attention elsewhere.

Direct participation by audience members is one of the best ways to keep their attention. When appropriately used, audience participation usually will focus the eyes and ears of almost every audience member on what's happening. You should always be alert to possibilities for letting people in your audiences do and say. You may simply ask questions. You may ask for volunteers to demonstrate, or use a visiting expert.

A smile can more effectively start a training off right than anything else you might do. And the remarkable thing is that it will also have a positive impact on you. Try this experiment with your next group of participants. There is no rule that says you must begin to speak immediately on reaching the podium. Say nothing, and simply view the audience. Look into the faces of as many individuals as possible and smile in a friendly way. This will relax both you and your audience. Continue to smile as occasions present themselves. Look at people, interact with them warmly, disarmingly and sincerely and see what happens.

People don't relate well to the same activity repeated over a long period of time. Trainers should try to alternate activity and lecture. Intersperse things such as chalkboard use, demonstration, lecturing, and audio-visuals so that no single one occupies too long a period. Do not "bounce" all over the podium, but furnish the audience enough variety of action and speech so that they will have some opportunity to stay alert.

Remember: relax, smile, and be energetic!

Copyright AE Schwartz & Associates All rights reserved. For additional presentation materials and resources: ReadySetPresent and for a Free listing as a Trainer, Consultant, Speaker, Vendor/Organization: TrainingConsortium

CEO, A.E. Schwartz & Associates, Boston, MA., a comprehensive organization which offers over 40 skills based management training programs. Mr. Schwartz conducts over 150 programs annually for clients in industry, research, technology, government, Fortune 100/500 companies, and nonprofit organizations worldwide. He is often found at conferences as a key note presenter and/or facilitator. His style is fast-paced, participatory, practical, and humorous. He has authored over 65 books and products, and taught/lectured at over a dozen colleges and universities throughout the United States.

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Foiled And Embossed Presentation Folders

Writen by Lance Winslow

One of the easiest ways to dress up a relatively simple package or set of advertising brochures for your company is to simply develop a sharper presentation folder. It is interesting that you can buy these fairly inexpensive if you buy in bulk. Lets say about $.75 to $2.00 each. This is not too much and will up your professionalism by 100%.

Presentation folders should have your logo in a crisp format either foiled or embossed, with a slogan, which is a simple statement underneath or along the edge. Some folks go a little further and have pictures also. This makes sense although any pictures you use should most likely also be used on your Companies Website. Why? Well it is important to keep the presentation folders and all your advertising and marketing material consistent you see? A simple to the point message is most well received by your future customers and clients.

There are many inexpensive things you can do to compete against the big boys and carry that same level of professional image without faking your way into looking too corporate and too expensive and turning off your potential clientele who may think you look too expensive. Consider all this in 2006.

Lance Winslow - Online Think Tank forum board. If you have innovative thoughts and unique perspectives, come think with Lance; www.WorldThinkTank.net/wttbbs/

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