Delivering Bad News Tactfully and Effectively

1. RUNNING HEAD: Delivering Bad News 1
Delivering Bad News
Aijalon Rivas
COM 480 Communication Studies Capstone
Dr. Dan Tinianow
20 December 2015

2. Delivering Bad News 2
Being the bearer of bad news is not always an easy task. Though delivering bad news
tactfully and effectively is vital to the employer, employee and everyone involved. Having
sensitivity in dealing with others and with difficult issues is important. It is never easy to meet
with certain employees and delivering an ultimatum regarding the need for immediate
improvement or dismissal is a daunting task, but at times, needed. As a department manager,
certain decisions need to be made on behalf of the company and learning to deliver bad news
efficiently and learning conflict resolution are certain communication skills that are needed on
the job.
When confronting an employee about delivering an ultimatum regarding the need for
immediate improvement or dismissal, it is all about the approach. There are certain strategies that
need to be taken when delivering such news. Preparing yourself emotionally is the first way to
approaching the situation. Being clear, calm and focused when doing so calms the nerves and
stress when put in this situation. Speaking in a clear manner and showing empathy is another
way to approach the situation. Showing the ability to understand and share the feelings of
another is key to finding a common ground in any situation.
If I have an employee who has been with the company for two years and is performing at
a substandard level but have received numerous complaints from customers and coworkers, then
it is time to encourage action. This employee has displayed confrontational behavior which has
created a hostile environment to communicating well under pressure. I would choose the right
time and place to give the message. The common phrase from the American football coach,
Vince Lombardi, remains true of “praise in public, criticize in private” (2014, pg. 85). People do
not respond when criticism is public. It turns them off and makes them run in the opposite
direction. Delivering bad news tactfully and effectively in private is the best way to get things

3. Delivering Bad News 3
done. Reinforcing to the employee the values of this company and as an employee is important.
Remind them who they stand for and who they represent. Explain how the company cannot
afford one bad apple to ruin the bunch. Businesses cannot function nor tolerate displayed
confrontational behavior which has created a hostile environment.
Anticipate the employee’s response is the next course of action. An employee can give
off all kinds of emotions: whether they are caught off guard and didn’t realize their behavior,
embarrassment or even anger. Though, allowing the employee to vent, not debate, is important.
“Once you’ve delivered the news and explained the decision-making process, ask the individual
or group for a reaction. You have to listen to their concerns….It’s part of your role as a manager
to absorb some of that emotion, whether it’s anger, surprise, or something else” (Gallo, 2015,
para. 9).
Lastly, after explaining how I would approach this employee and anticipating the
employee’s response, I would analyze which conflict resolution techniques I would use. First, I
would manage stress quickly while remaining alert and calm. Staying calm is very important and
I would be able to accurately read and interpret verbal and nonverbal communication. Learning
to stay calm and controlling my emotions and behavior can let the words speak and not the
emotions take over. I, also, have to pay attention to the feelings being expressed from the
employee. They may express a different point of view as to why they are acting in that manner.
Being respectful to their differences and finding a common ground is important. I would explain
that if their behavior doesn’t change, then they will be dismissed. Being clear and making sure
that the employee and I are on the same page is significant so they don’t act in this manner again.
I do believe second chances are tolerated and giving them one last chance before dismissal
shows forgiveness.

4. Delivering Bad News 4
It is never easy to meet with certain employees and delivering an ultimatum regarding the
need for immediate improvement or dismissal is a daunting task, but at times, needed. As a
department manager, certain decisions need to be made on behalf of the company and learning to
deliver bad news efficiently and learning conflict resolution are certain communication skills that
are needed on the job. When confronting an employee about delivering an ultimatum regarding
the need for immediate improvement or dismissal, it is all about the approach. Having an
employee who has been with the company for two years and is performing at a substandard level
but have received numerous complaints from customers and coworkers, then it is time to
encourage action. Anticipate the employee’s response is the next course of action. Lastly, using
conflict resolution techniques helps with the communication and everyone reaching the common
goal.

5. Delivering Bad News 5
References
Gallo, A. (2015). How to deliver bad news to your employees. Harvard Business Review.
Retrieved from: https://hbr.org/2015/03/how-to-deliver-bad-news-to-your-employees
Seevers, M.T.; Rowe, W. J. & Skinner, S. J. (2014). Praise in public, criticize in private? An
assessment of performance feedback transparency in a classroom setting. Marketing
Education Review. Vol 24(2). p85-100. DOI: 10.2753/MER1052-8008240201.
Database: Business Source Elite