... is to start by saying, "I've got bad news."
Wait a second.
Now whatever you have to say is not as bad as what they just imagined.
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Specifically the comment entitled "Client Expectation Setting" by LewSauder.
If well done, a consultant should never deliver bad news -- merely confirm it. People need to deal with information (good or bad) emotionally before they are able to deal with it intellectually. (There's a facilitation model to describe this but this is a comment not an article).
And for the consultant's good you need to have the information dealt with intellectually not emotionally. Otherwise the consultant is going to be treated to a variation of Vlad Tepes treatment of messengers bearing bad news.
So starting off "I've got some bad news" is a good start ... but only if you wait long enough for the emotions to pass.
If well done, a consultant should never deliver bad news -- merely confirm it. People need to deal with information (good or bad) emotionally before they are able to deal with it intellectually. (There's a facilitation model to describe this but this is a comment not an article).
And for the consultant's good you need to have the information dealt with intellectually not emotionally. Otherwise the consultant is going to be treated to a variation of Vlad Tepes treatment of messengers bearing bad news.
So starting off "I've got some bad news" is a good start ... but only if you wait long enough for the emotions to pass.
Erik, Right on target again with your advice. Along with your advice to 'Prepare the setting', I've seen consultants announce a major project delay in a steering committee meeting, surprising C-level execs. I would try to have them tipped off internally via a client Director if possible. Also, with 'Determine Next Steps', I have always taught my consultants never to present a problem until they have at least 2 viable solutions to recommend. The client is much less likely to shoot the messenger if you come with solutions rather than just problems.
Lew Sauder, Author, Consulting 101: 101 Tips For Success in Consulting (www.Consulting101Book.com)
Lew Sauder, Author, Consulting 101: 101 Tips For Success in Consulting (www.Consulting101Book.com)
In case you haven't heard the joke I'm about to reference, I'll summarize it:
A man travels to Europe and asks his brother to watch his cat. Sometime later, he calls and asks about the cat. The brother tells him it's dead. He's upset and says "You can't just deliver bad news like that! ...." Brother asks how to soften the blow. He says "You could have said the cat's on the roof and we can't get it down. The next time I called, THEN you could have said it died." The brother says OK, I'll remember to do that. The man then asks "How's mom?" ... There is silence for a few minutes then the brother says "Mom's up on the roof...."
So, now that I've set this up; years ago my mom was seriously ill in the hospital. As I was getting ready to go to work the hospital called and told me she had passed away during the night. I had to call my brother (you should get where this is going now) and although I was heartbroken, all I could think of was "Mom's up on the roof and we can't get her down."
A man travels to Europe and asks his brother to watch his cat. Sometime later, he calls and asks about the cat. The brother tells him it's dead. He's upset and says "You can't just deliver bad news like that! ...." Brother asks how to soften the blow. He says "You could have said the cat's on the roof and we can't get it down. The next time I called, THEN you could have said it died." The brother says OK, I'll remember to do that. The man then asks "How's mom?" ... There is silence for a few minutes then the brother says "Mom's up on the roof...."
So, now that I've set this up; years ago my mom was seriously ill in the hospital. As I was getting ready to go to work the hospital called and told me she had passed away during the night. I had to call my brother (you should get where this is going now) and although I was heartbroken, all I could think of was "Mom's up on the roof and we can't get her down."
Personally, I appreciate the injection of humor into a tragic situation. Not everyone does.
Sounds like a good tip for HR managers announcing redundancy
Firstly thanks for the tips...
By my own experience, I guess there should be a step 3.5 where you would have to decide, based on step 2 and 3, what you are actually going to share with the client...
And how much are you actually ready (or allowed) to say, each depending on particular situations or contexts.
PS: Dont want to be mean here, but... in the numbered list in the article, *patient* should read *client*
Cheers
Arvin
By my own experience, I guess there should be a step 3.5 where you would have to decide, based on step 2 and 3, what you are actually going to share with the client...
And how much are you actually ready (or allowed) to say, each depending on particular situations or contexts.
PS: Dont want to be mean here, but... in the numbered list in the article, *patient* should read *client*
Cheers
Arvin
Delivering bad news is never easy. I think humor helps, too. You just have to gauge the client's mood. Whenever in doubt, always err on the side of formal professionalism.
That said, I'm amazed how quickly some clients cut to the chase. A trick for me, in learning how abrupt or straightforward to be, is how quickly in a conversation the client uses profanity. The sooner a client freely drops expletives, the sooner it seems we've bonded and I can get straight to the point.
Anyone else have that experience?
That said, I'm amazed how quickly some clients cut to the chase. A trick for me, in learning how abrupt or straightforward to be, is how quickly in a conversation the client uses profanity. The sooner a client freely drops expletives, the sooner it seems we've bonded and I can get straight to the point.
Anyone else have that experience?
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