How to Deliver Bad News Tactfully and Effectively

Managers are reluctant to deliver bad news. However, the task for a manager to deliver bad news is never easy to do. A manager can tactfully and effectively deliver bad news through effective communication. Managers are not given enough guidance and information in how to properly and efficiently deliver negative news (Whitney, 1983, p. 1). However, the following six guidelines can help a manger to deliver bad news (Whitney, 1983, p. 1). A manager can use these steps as a guide, but the conflict resolution techniques and approach to use will depend on the situation. These six guidelines to consider are:

1.      Deliver the bad news as soon as it is apparent.

2.      Use your authority that you have over the employee.

3.      Be clear and concise when delivering the bad news to the employee.

4.      Let the employee know the person who is responsible for making the decision.

5.      Provide an alternative resolution to the employee.

6.      Recommend solutions which will be helpful for the employee to adjust to the changes.

            As a manager, the conflict resolution and techniques that will address how to deliver bad news tactfully and effectively are:

1.      Explanation of the bad news.

2.      Present an alternative conflict resolution.

3.      End the meeting on a positive note.

Explanation of Bad News

            Judy, I regret to inform you that your ability to provide excellent customer service support and your performance has been inadequate and below the basic requirement standards. Your confrontational behavior has been very upsetting and unprofessional and you have not given the team your full support as a team player. As a technical support team member, you are required to maintain a proficient degree of knowledge and understanding to provide excellent quality customer service. Unfortunately, your poor quality of customer service support and performance will no longer be accepted or tolerated.

            The above approach is a direct, clear and concise delivery of the bad news. When delivering bad news, it is important to use a courteous and professional tone throughout the conversation. An explanation of Judy’s performance and behavior were discussed thoroughly with Judy during the meeting. Judy was given the opportunity to respond and ask questions about the bad news situation.

Present an Alternative Conflict Resolution

            Judy, you must review the customer and team support training manual and take a total of 10 quizzes with a passing score of 85. If your score is less than 85, you will have only a 30 day probation period to improve your performance immediately as a technology support team member. This is the only alternative conflict resolution that will be given to you. Failure to take this alternative conflict resolution will result in immediate dismissal.

            The above alternative conflict resolution is a good approach because; it has given Judy the opportunity to improve and keep her job. The alternative conflict resolution process is a solution which is provided to help Judy. This alternative conflict resolution could create a future opportunity for Judy within the organization.

End the Meeting on a Positive Note

            Judy, please take advantage of this opportunity to make the necessary changes and improvement that are highly recommended for you to remain a member of the technical support staff. This plan of action to end the meeting with a brief, concise, and clear positive note is to let Judy know what is mandatory and expected of her to reach the excellent level of quality technical support. This approach is considered as a manager taking a humane step to deliver the bad news (Kulick, 2001, p. 1). Do not become emotionally involved when delivering bad news, but be considerate of the employee’s emotions while communicating the news.

            When clear and concise communication are used to explain the bad news, present an alternative conflict resolution, and end the bad news on a positive note, a manager has properly and efficiently communicated the bad news to the employee. The use of good verbal communication skills will help to deliver bad news effectively and successfully. Good communication is an important factor, which a manager will need to use to deliver bad news essentially and efficiently to an employee. Therefore, good communication is an effective conflict resolution technique to deliver negative news.

 Communication and Conflict

Conflict management is the behavior an individual uses based on his or her analysis of a conflict situation. The situation and behavior can be a series of instances, which follow one another. When this view is taken, the conflict becomes a phase or stage. A process view of conflict describes conflicts as a series of stages. In some situations, conflicts become cycles because they become bogged down in particular stages and repeat themselves. Conflict management is an alternative or solution to handle conflict. Communication and conflict will go through phases, stages, and cycles (Cahn & Abigail, 2007).

Managing conflict effectively will require attention to the process of the conflict itself. The ability to contain conflict escalation depends not only on knowledge of particular communication behavior but also to understand the various processes involved in the way a conflict unfolds. In other words, phases, stages, and cycles are different processes, which are essential for a successful conflict resolution.

References

Cahn, D.D., & Abigail, R.A. (2007). Managing conflict through communication (3rd. ed.). Boston: Pearson Education, Inc.

Kulick R. (2001). Delivering bad news to an employee – achieve solutions. Lifescape Solutions. Retrieved March 26, 2011, from https://www.achievesolutions.net/achievesolutions/en/tlc/Content.do?contentId=4894

Whitney, G.G. (1983). When the news is bad: Leveling with employees. Personnel. New York: Vol. 60, Iss. 1; pg. 37, 9 pgs. Retrieved March 26, 2011, from ProQuest database.

Media Technologies

Media technologies have changed the way we communicate today. Using any form of media technology will help to enhance the way messages are created, sent, and received. Today, media technologies have formed a new era of communication from both a personal and professional level. Four media technologies communication that are very popular are: E-mails, Facebook, Twitter, and YouTube.

E-mails are the most widely used type of electronic written communication. Today, electronic e-mail is the main communication medium for millions. E-mails are used to request and deliver information for both internal and external organizational communication. Roebuck (2006) states that “e-mail communication allows organizations, employees, and clients to communicate on a global basis at virtually anytime and any place” (p. 119). Corporations, teachers, students, and government organizations are intended audiences for e-mail communication.

The direct approach is appropriate to use when an issue will not generate an emotional response. For example, an e-mail message telling employees that the cafeteria will be closed for one day to permit installation of new equipment can be written using the direct approach. The indirect approach is used to communicate a problem or bad news. For example, a message telling employees that the cafeteria will be closed permanently may require the indirect approach (Roebuck, 2006, 87).

E-mails are written to deliver bad news and knowing how to deliver the bad news effectively is important. Whether the direct or indirect writing approach is used should be determined by the relationship with the reader or receiver and the seriousness of the problem or situation. However, when delivering bad news use a positive and courteous tone to convey the message. Use the indirect approach to write an email to a person to directly communicate bad news. The indirect writing approach will explain the bad news, present the refusal, and provide a positive and goodwill ending (Roebuck, 2006, p. 88).

Facebook is the most popular social communication website in the world where people can communicate with nearly anyone and keep in touch. Facebook is a network website for social communication and media marketing (Nations, 2011). The audiences intended for Facebook are family, friends, students, news media, journalists, organizations, politicians, and global or international.

Facebook was started as a social network for college students at Harvard University by Mark Zuckerberg, the founder in 2004. However, Facebook became such a hit, it quickly increased to other colleges. Facebook became accessible to high schools in 2005, and in 2006 it was available to everyone (Nations, 2011).

Today, Facebook has now become a social website network that attracts so many people and organizations as users. Facebook is used to communicate with friends and family and to search for old lost friends. Users can choose the privacy setting to decide who can see what is in his or her profile. Facebook also provides a friends list for users to keep. This media technology has the ability to appeal to both people and businesses with equal success.

Facebook has changed the way people socialized and communicate. People are now socially connected by way of their computers, cell phones, and personal digital assistants (PDAs). Facebook is a media technology which has provided a platform to bring people together to communicate and socialize in a social network setting. This media technology will continue to provide and promote people and businesses to take advantage of social network websites.       

Twitter is a social messaging tool for quickly communicating a message to a group of people and to keep people informed of latest news and events. Twitter is news reporting for CNN, Fox, and other news organizations. Since Twitter is social messaging website, it has the ability to follow people and have followers, and the ability to interact with Twitter on a cell phone (Nations, 2011). The news media, journalists, entertainers, celebrities, politicians, students, friends, and family are intended audiences for Twitter.

            Twitter has become the ideal social messaging tool. During President Barack Obama’s Presidential campaign, Twitter was a very successful tool to use, which kept supporters informed with latest campaign news and events. Just a few years ago, Twitter was not known or very popular, but it is a media technology with amazing success. Twitter has taken the process of reporting news and information to a different level.

            Today, Twitter is used by everyone including magazines and movie stars, which is a quick way to connect with an audience. For example, recently Charlie Sheen has been all over the news. He joined Twitter and now has a million followers. Twitter is the perfect social messaging forum for Charlie Sheen to reach his fans. Twitter is also described as an event coordinator, a business tool, a news reporting service, and a marketing service (Nations, 2011). With Twitter users have the ability to follow people and have followers send and receive short messages about any latest breaking news or event quickly, is an effective form of media technology.

           

YouTube is one of the most popular web portals in the world where it allows users to submit, upload, share, and view videos created by virtually people all over the world. YouTube is a media technology, which has taken the concept of viral videos to a new level where a video can become an instant hit. Users can search through a large video section by using keywords quickly and easily (Nations, 2011). The intended audiences for YouTube are organizations, adults, children and youth, and global or international.

As a media technology, YouTube provides music videos, movie clips, and comedy skits that are entertaining and fun to watch from your computer. Whether it is an old music video or the latest music video, it is available on YouTube. Since February 2005, YouTube has become the web portal for personal and professional videos. For example, Susan Boyle became an instant YouTube sensation and recording artist because of the positive review of her music video.

Recently, Ted Williams, a homeless man with the “golden voice” video was seen by people all over the world. Mr. Williams was no longer homeless, but he received invitations to be interviewed by every talk show host and journalist. This was an inspiring story that gained national attention because of YouTube. YouTube is a media technology which is used to view viral videos with a message or music to a vast audience. YouTube will continue to be a media technology where people can review any viral video for research and entertainment.

References

Can Stock Photos (2011). Retrieved March 22, 2011, from http://www.canstockphoto.com/images-photos/textbooks_42.html

Google.com (2011). Images for free facebook icon pictures. Stock photos & images. Retrieved April 8, 2011, from http://www.google.com/search?q=free+facebook+icon+pictures&hl=en&sa=G&prmd=ivns&tbm=isch&tbo=u&source=univ&ei=6m6iTb_1AdOatweHmMmLAw&ved=0CB4QsAQ&biw=779&bih=354
Nations, D. (2011). About.com. Facebook Profile - What is Facebook? Retrieved March 14, 2011, from http://webtrends.about.com/od/profiles/fr/facebook-profile-what-is-facebook.htm

Nations, D. (2011). About.com. What is Twitter? Retrieved March 14, 2011, from http://webtrends.about.com/od/socialnetworking/a/what-is-twitter.htm

Nations, D. (2011). About.com.YouTube Profile - What is YouTube? Retrieved March 14,2011, from http://webtrendsabout.com/od/profi3/p/what-is-youtube.htm

Roebuck, D.B. (2006).  Improving business communications skills (4th Ed.). Upper Saddle River, New Jersey: Pearson Prentice Hall.

Twitip.com (2011). 181 free Twitter buttons, badges, widget and counters to help you find followers. Retrieved March 22, 2011, from http://www.twitip.com/181-twitter-buttons-badges-widget-and-counters-to-help-you-find-followers/

YouTube (2011). YouTube wall papers. YouTube logo pictures images for videos. Retrieved March 22, 2011, from http://www.wallpaperama.com/forums/youtube-wallpapers-youtube-logo-pictures-images-fo-videos-t1738.html?fb_xd_fragment#?=&cb=f16991115330a53&relation=parent.parent&transport=fragment&type=resize&height=22&ackData[id]=1

Communication Theory

A basic understanding of the concept and process of communication will provide listening and perception, which are essential principles. Listening and hearing are not the same. The ability to listen well is one of the most essential communication-related skills. Listening is important in our personal and professional lives. Trenholm (2008), states that listening is the “process of receiving and responding to spoken and/or nonverbal messages” (p. 45). Perception and interpretation of an encoded or decoded message will have a different meaning or perspective. In other words, the way a message is received will depend on the receiver’s perception and interpretation.

Building personal and professional relationships are benefits of communication. The ability to effectively send and receive messages are benefits of communication. Effective communication skills are also benefits of communication.

Verbal communication, nonverbal communication, written communication, and oral communication are forms of communication. These forms are important for an individual’s success as well as an organization.

The purpose of communication is the process to inform or share information of how ideas, beliefs, and values can persuade or convince others about a specific topic or message.

References

Trenholm, S. (2008). Thinking through communication: An introduction to the study of human communication (5^th ed.). Boston: Pearson Education.

The Study of Communication

The study of communication provides the different definitions of communication, human communication, and the process of communication. Communication is a broad complicated process that has many definitions. In reviewing the many definitions of communication, these definitions can all be significant to the way perception of communication. Trenholm (2008), states that “communication is a process of acting on information” (p. 20). This is the definition that is closet to my personal definition of communication.

Since the meaning of communication is broad and has many different definitions, it is both important and essential to understand these different elements and definitions of communication. The study of communication will allow me to become a better communicator of verbal, nonverbal, and written communication messages from a personal, professional, and academic approach. 
Communication is a complex concept and process that has many definitions. Therefore, there is no right or wrong way to choose only a single definition. Defining communication will depend on a person’s point of view. However, Trenholm (2008) describes communication as the “sharing or exchanging of information between people” (p. 20). This is a basic and simple definition of human communication, which is a major part of our lives.

 

References

Can Stock Photo (2011). Stock illustration of education concept. Retrieved April 8, 2011, from http://www.canstockphoto.com/education-concept-4572690.html

Trenholm, S. (2008). Thinking through communication: An introduction to the study of human communication (5^th ed.). Boston: Pearson Education.