One crucial job of being a leader is to make ourselves as a clear communicator and the toughest defiance is to convey bad news. In order that we, as leaders, could get people to see through us at our words in good times had better be wisely careful with our own words during bad times. One example of leaders at the hospital is a doctor. The toughest part of his job which is also the most unavoidable part is to tell patients that they suffer severe, or even fatal, diseases or illnesses. According to the doctor, delivering bad news is not something to fear of getting bad reaction from patients; it is rather more that doctors will get so embarrassed when they give bad news to patients. It looks as if the doctors have given up on finding solution upon the illnesses.
Gradually it will take time for us to talk. Get our eyes and thoughts at the same level as the other person’s eyes and point of view. Look relaxed is a lot better. And when we should respond, it’s better to use a word or phrase from the other person’s last sentence, sort of repetition signals such as “I see what your point is.” Then explore perceptions before you try to define reality.
Let’s take an illustration where there are a boss and a common staff with the idea that the boss is giving a rotten performance review upon what the staff has done. The boss might utter, “Let’s begin by telling me how you think of your first year in this company.” The staff responds, “I have been doing quite well.” The boss goes on, “Tell me what you meant with ‘quite well.’ Did you find any problems around?” the staff replies, “apart from a knife threatened me by the RnD, nope.” The illustration is ended in the harder part. The boss says, “Here I am to tell you what has been said in your review. Your department manager has reported me that it was not a good year.”
From above illustration, we are as the boss has done the best in delivering that news. Now, how we do it should a reflection of our understanding of what we perceive: How well we understand the situation? Have there been any mismatches between reality and perception? This combination is what we need to gain to make our delivery of bad news doesn’t return to bad news for us.
