Delivering Bad News in Good Ways Your presenter is: Your presenter is: Alison Sigmon, M.Ed., LPC, PMP Alison Sigmon, M.Ed., LPC, PMP 1
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Delivering Bad News in Good Ways
Your presenter is:Your presenter is:Alison Sigmon, M.Ed., LPC, PMPAlison Sigmon, M.Ed., LPC, PMP
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The good, the bad, & overcoming the ugly: Be a clear communicator especially when it comes to delivering bad news
Separate, evaluate, & best fit serve up solutions
Style matters
Tips for delivering bad news in good ways
Closing thoughts
What’s on tap for our time together today…
http://www.wired.com/magazine/2010/06/st_cheatscience_badnews/
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The good, the bad, & overcoming the ugly
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Joining the 21st centuryUnless you’ve been living under a rock for the last few years, chances are you’ve got some inkling that Web 2.0 has grown up. Technology helps us get things doneThere’s nothing new about biz wanting it done bigger, better, faster, but with Web 2.0 faster just took on lightening speed.
Zero to the speed of light in less than four years…
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What’s the potential for bigger, better, faster?
http://www.redbubble.com/people/dmoilanen/art/3260188-speed-of-light
The Upside Faster communications, Quicker results
The Rub Increased opportunity for things to go south on your projects just as quickly.
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Situation…
But… Far too often Project Managers find
themselves in the opposite position which is
never fun.
We all want to be the one who delivers good
news – particularly when it comes to
projects.
p. 126
The power of procrastination
http://www.google.com/imgres?imgurl=http://4.bp.blogspot.com/
And it’s tempting to delay the delivery of bad news for as long as possible but…
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Putting off bad news packs punch!
So what’s a project manager to do?
http://www.greekshares.com/nail.php
In the absence of information, people start making it up. And we know the impact of making assumptions…
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Own the problem
http://mychinaconnection.com/english-idiom/take-the-bull-by-the-horns-a-way-to-solve-a-problem/
What’s the best option?
Take the bull by the horns and…
Take Charge!
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Be a clear communicator
Writing in Personnel Today and noted in the NY Times, Natalie Cooper offers these five rules of thumb when addressing problems:
1. Be upfront, honest and open
2. Deliver bad news in person
3. Script it to ensure a consistent message
4. Pick your receiver
5. Consider and plan delivery
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Oh, and by the way… You might want to consider a few things before diving in.
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Separate, Evaluate, & DeliverIn a way they can be heard
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1. Be upfront, honest and open
http://www.wired.com/epicenter/2008/01/four-tricks-com/
Susan Berkley gives some tips on how does a project manager break bad news. o Be professional. Separate the people from the problemo Tell the truth. Give them all the facts.o Empathize. It’s naïve to tell stakeholders not to worry or be angry. o Acknowledge their feelings. Let them vent. Negative emotions must be attended to before being replaced with a positive plan.o Take control. Outline a specific plan of action.o Follow up. Do what you say you’re going to do.
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2. Deliver bad news in person
Delivering it via email is even worse.
Doing it by phone is bad.
http://bethgeduld.wordpress.com/category/etiquette/telephone-skills/
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3. Evaluate & script it to ensure a consistent message
Dr. Robert Buckman is a cancer specialist who teaches doctors and consults with Fortune 500 companies.
"Begin a difficult conversation by listening," he says.
"And end it by summarizing. Review the ground you've covered, identify a plan, agree on a 'contract' for the next contact.”
He adds, “Start with open-ended questions. Explore perceptions before you try to define reality.”
This can help you & others from getting emotional.
http://crackthesocialmediacode.com/wordpress/?p=1062
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4. Pick your receiver
Determine who is the best person to deliver the bad news.
You want someone who is careful, considerate, and has the authority to act.
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5. Consider and plan for delivery
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Be objective
Draw pictures
Be timely, factual, & clear
Understand that not all delivery should be considered equal…let’s take a look.
http://papershine.com/archives/2006/
Style matters… When it comes to delivery
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Consider your delivery method & recommendations
From Gary A. Williams and Robert B. Miller’s article titled “Change the Way You Persuade” in the Harvard Business Review, May 2002:
We have a tendency to focus on the content of the message and far less time on how the message is delivered. The focus should be on how to present the message effectively.
Tailor the message to that person’s decision-making style will go a long way to deliver bad news in a way that can be heard by the intended receiver.
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People’s behavior makes sense to them.
Delivering bad news in the most effective way means assessing the receiver preferences first.
Consider the following:
What drives or influences them
Context & info they need
Timing & time needed
Medium/materials
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http://www.shutterstock.com/
Variety – it takes all types…
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Decision-making style: Followers
36% of decision-makers Make decisions based on how other trusted decisions-makers or they themselves have made similar decisions in the past. Responsible, cautious, and bargain conscious. Usually risk-averse. Focus on proven methods and testimonials.
Need to see that it’s been somehow done before.
Decision-making style: Charismatic
25% of decision-makers Tends to be exuberant about a new idea or proposal. Final decision is based on balanced information, not just emotions. Captivating, enthusiastic, dominant, and talkative. Seeks out risk. Use simple, straightforward arguments and visual aids.
Resist the temptation to jump on this style’s bandwagon of initial excitement.
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19% of decision-makers Highly suspicious of data that don’t fit with or challenges their worldview.
Make decisions based on their gut feelings. Combative style and usually described as take-charge individuals. Demanding, disruptive, rebellious Establish as much credibility and clout as possible with this person. Get support from someone whom this decision-maker trusts before pitching the idea.
Decision-making style: Skeptics
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11% of decision-makers Impressed with data. Can exhibit contradictory points of view within a single meeting. Need to cautiously work through all options before making a decision. Can be the toughest to persuade and is risk averse. Logical and academic. Have lots of data available. They need as much info as possible to make a decision.
Decision-making style: Thinkers
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9% of decision-makers
Hate ambiguity.
Focus on the pure facts and analytics of a decision because of their own fears and uncertainties.
Tend to be logical, unemotional, detail oriented, and analytical.
Risk averse.
Don’t be too aggressive. Present the facts and details and leave it to the decision maker to work through.
Decision-making style: Controllers
Determining best fit
Most folks tailor the message toward Thinkers and Controllers, which make up the smallest population of the five styles.
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Despite style differences people tend to use a one-size-fits-all approach when trying to convince or deliver bad news to others.
Be factual & timely
Be thoughtful
Separate the people from the problem
Be clear about
…what you need to share …when you need to share it…how you want to share it…the best way to share it
Tips for delivering bad news in good ways
http://www.wired.com/magazine/2010/06/st_cheatscience_badnews/
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Questions???
In conclusion
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The good, the bad, & overcoming the ugly: Be a clear communicator
Separate, evaluate, serve up solutions when planning for and delivering bad news
Consider the receiver’s style when giving/receiving bad news
Final thoughts on delivering bad news in good ways
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