It doesn’t matter how great a company is; bad news of some kind will eventually surface. Typically, the heads of the company and individual departments will hear about it first, and then it’s up to them to share what they know with employees.
Unfortunately, many things can go wrong in disseminating information across a large company. Without a clear plan, there’s a risk, for example, of creating a virtual “telephone game” where the original message is altered slightly each time it passes from person to person until it is unrecognizable.
This is why leaders need to take a careful approach when sharing bad news with their team members. Below, 13 contributors to Forbes Human Resources Council offer their best tips on how business leaders can break bad news while keeping team members united and “on their side.”
Forbes Human Resources Council members offer tips to help leaders share bad news with their teams.
Photos courtesy of the individual members.1. Focus On What You Can Control
Bad news is inevitable. It comes with every job in every company at some point. When sharing bad news with the team, it’s important not only to deal with the facts, but also, and more importantly, to focus on what we can control: how we react to it and how we move forward. I share bad news simply and quickly; we respond for a moment, and then I spend the rest of our time together defining our go-forward plan. - Christina Hobbs, American Queen Steamboat Company
2. Make Space For The Team To Process Emotions
I think it’s less about trying to keep team members on your side and more about ensuring that you make space for them to process the emotions triggered by the bad news. The communication itself is important, but so is thinking intentionally about the period after hearing the news, which might involve a range of emotions. Don’t assume a single communication has gotten the job done. - Philip Burgess, C Space
3. Share It With Those Who Are Most Impacted First
Step back and think about whether there are key members of the team who may be more heavily impacted, then share the news with them first so that they have time to process it. It helps to let people who are closer to the news have space and support to understand it first; in many cases, they can also be helpful by supporting other team members as they process the news. - Dynasti Hunt, ThirdSector Capital Partners Inc.
4. Explain The ‘Why’ Behind The Decision
Transparency and explaining the “why” behind decisions are critical factors in delivering negative news. In addition, it is important to allow employees the time to process information and to follow up via one-on-ones as appropriate. - Tobin Cookman, ON Semiconductor
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5. Be Inclusive When Sharing The News
It’s so important to not just tell small groups and let them translate the news. Include everyone this will matter to, and tell them in a live setting as opposed to via email. Include all the information they need to feel supported: the “who,” “what,” “why” and, of course, the best next action. Always leave room for Q&A. - Cat Graham, Cheer Partners
6. Remain Calm And Optimistic
When people receive negative news, the first thing they do is look to their leaders for how to react. If they see grace under pressure and a calm, optimistic demeanor, people will not panic because you are not panicking. You must remember that you are the leader; you are not there to commiserate with the team, but rather to encourage them, support them and let them know the plan to move forward and their part in it. - Nicole Roberts, MVAH Partners, LLC
7. Enable Them To Provide Feedback
Employees deserve transparency. When sharing bad news, allow your team to express their thoughts in an open- or closed-door forum through multiple channels. These channels should include face-to-face (one-on-one and group discussions), email, text message, phone and anonymous methods. Effective discussion eliminates confusion, which allows your team the clarity to move forward. - Nakisha Griffin, Virtual Enterprise Architects
8. Engage In Dialogue
A better way to deliver bad news is to engage in dialogue. Many times, we see leaders deliver a monologue while sharing bad news. The accuracy, authenticity and consistency of messaging are important, but it’s also critical to speak to and listen to teams, rather than just “telling” them. Team members feel respected when they are heard, and the inclusivity helps foster acceptance. - Kumar Abhishek, S&P Global
9. State The Facts With Compassion
One important tip when sharing bad news with the internal team is to be direct and state the facts with compassion. People can hear bad news when it is delivered with authenticity. Be willing to listen and be prepared to respond to questions. Share the identified solutions and seek input. Reaffirm your commitment to supporting your team going forward and their success. - Sherry Martin, Colorado Department of Human Services (CDHS)
10. Get To The Point As Fast As Possible
Bad news doesn’t age well, and neither does obfuscating it with platitudes and happy talk. Trust that your people can take a tough message as long as you deliver it with empathy and understanding. Give it time to sink in and be willing to answer any questions openly and honestly. This approach will enable you to move forward together as one team. - Tracy Cote, Zenefits
11. Don’t Hold Back Or Sugarcoat Anything
Make sure you don’t hold back or sugarcoat anything. Give people the full picture so that they know where they stand. People appreciate the honesty and will be more likely to stay “in the trenches” with you if they feel that you have been honest with them. - Alex Pantich, Upshift
12. Resist The Urge To Make It About You
Acknowledge the bad news, but resist the urge to make it about you. As a leader, your style and communications should focus on what you can do to create stability and engagement. If you are sharing how hard it’s been for you, then you are more worried about your own feelings than your team’s. Leaders that are transparent and show genuine concern about how to support their teams are highly respected. - Yvette Kennedy
13. Have A Plan Ready For What’s Next
As a leader or manager tasked with sharing bad news with team members, it’s important to have a plan ready for what’s going to happen next. This helps mitigate as much uncertainty as possible. It also shows your employees that you respect them and their contributions to the company enough to share what you can with them while also providing a path forward. - Laura Spawn, Virtual Vocations, Inc.
