How to Deliver Bad News

May 04, 2006

"I'm sorry to have to tell you this, but..."

Giving bad news to an employee is never easy. Nevertheless, there are times when it has to be done. For example:

• An employee is turned down for a promotion; or
• Is taken off of a pet project; or
• Is denied a request for a leave of absence.

The mere thought of having to break the bad news in these situations can be enough to make your stomach churn. Still, as the manager it's your responsibility to do so.

Now, here is the good news. Once you get past your initial reluctance to deal with it, talking with an employee in these instances really isn't all that difficult. In fact, it is almost always easier than expected. Furthermore, if done correctly, the discussion provides you an opportunity to minimize the hurt and damage and in some cases even turn the entire situation into a positive experience for you and the employee.

Here's how.

Deliver the news in person. First, don't hide behind e-mail or attempt to outsource the job to someone else. Talk with the employee yourself. It takes character to deal with a difficult situation like this and the employee will respect you for having the courage to do so. When there is bad news, employees want to hear it from you.

Arrange for a private meeting. In most cases, it is best to talk with the employee in the privacy of your office. It indicates a sensitivity to the person's feelings and shows that you are treating the issue seriously. For example:

• "Tom, Can I talk with you for a few moments privately?"
• "Tammy, can you come into my office? I need to talk with you about something."

Be direct and sympathetic. Don't try to soften the blow by prefacing your discussion with a lot of small talk. Instead, get right to the point. The employee understands that you didn't call him in to ask about his golf game.

• "Bob, after carefully considering your request, I'm afraid I can't approve it."
• "I'm sorry. You didn't get the promotion."
• "Jen, regarding your request for time off next week, I'm sorry but I can't approve it."

If the news is particularly upsetting or completely unexpected, you might want to forewarn the person. For example, "Tom, I'm afraid I have some bad news." This gives the individual a moment to brace himself emotionally.

Explain the decision. If possible, explain the reasons for the decision. People are more likely to accept an unfavorable decision if they understand how it was made. For example, "Your request comes at a very busy time and we can't afford to be shorthanded." Or "It was a difficult decision. You have many valuable qualities. However, in the end, we felt the other candidate was a better match for the position at this particular time."

Consider whether the decision is final and what conditions might prompt you to change your mind. If the employee proposes an alternative arrangement or solution that might be acceptable, you don't have to make a decision on the spot. Instead, you can simply say that you need some time to think it over.

Close on a positive note. Offer encouragement and assistance. If the employee was turned down for a promotion for example, you can say, "Don't give up. Things might be different next time. I'll help you develop your skills, which will improve your future prospects for a promotional opportunity." Try to help the employee view the situation as a learning experience from which to grow and develop.

Most of us dislike having to deliver bad news. But when called upon to do so, don't wait. Putting it off until later only prolongs the discomfort for everyone involved. It also increases the likelihood that the employee will hear the news second-hand. By taking action promptly and by following these tips you will find the task much easier and help ensure a more positive outcome.

Best regards,

Stephen Foster, Ph.D., SPHR
Expert Supervisor, LLC
1493 Market Street
Tallahassee, FL 32312
(850) 893-5699

E-mail me at: Steve.Foster@ExpertSupervisor.com.