News

Bad News? How to tell your staff

04/02/2010

Breaking bad news is never going to be easy, but sooner or later all employers have to do it.

You might fail to win a much worked-at pitch or need to move an individual off a pet project. Alternatively, you might have to make redundancies or announce that you are relocating to less convenient offices. Even delivering apparently trivial bad news, such as telling someone their humming or door slamming disturbs others, is not easy.

However, avoiding issues or delivering bad news inappropriately can have a lasting impact on your business - weakening your leadership, lowering morale and decreasing productivity.

Deliver news face to face

The consensus among HR professionals is that all bad news should be broken face to face. It softens the blow and shows you as courageous, courteous and kind.

However, you also need to consider your timing. For example, while news of job losses will never be welcomed, announcing them just before Christmas is particularly bad timing. While news of a pay freeze is unlikely to go down well if it comes just before a shareholder payout.

However, as a general rule never delay breaking bad news. Uncertainty fuels the rumour mill and creates an unsettled workplace.

Anticipate staff reactions

It is important to be well prepared for your announcement. For example, if you are cancelling bonuses, have this year's and previous years' sales figures to hand. Anticipate likely questions and have answers ready - remember to only stick to the business case when explaining your decision.

You should also plan your strategy to deal with the range of emotions you might encounter. People take bad news in different ways, so you could get tears, anger, confusion, silence or disbelief.

For bad news that affects all your people, telling everybody at once is preferable to calling smaller meetings and then seeing the message becoming distorted as it spreads uncontrolled across your business.

But whatever the size of the meeting, you need to be focused, clear and concise in it. You should also remember that while you are making an announcement, it doesn't mean you shouldn't also be sensitive and empathetic.

Try not to use clichés. Some, such as "This hurts me more than it hurts you", can be insulting. Speaking in euphemisms should also be avoided and never make light of a serious situation.

Be positive

If possible, and without detracting from the main message, try to include positives. For example, if announcing the cancellation of the Christmas party you could express your hopes that better trading conditions can mean a big summer outing next year.

Above all, take it slowly. Sometimes bad news doesn't sink in easily and you may need to repeat your message. Allow time for questions and, if necessary, arrange another meeting.

Breaking bad news is never going to be easy. But if you get it right you can inspire confidence in your leadership and set the right tone for better days ahead.

• For more information about communicating to staff, visit the Employing people section of the Business Link website

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