Mini masterclasses:1. Gaining goodwill2. ‘We regret to inform you…’
Good delivery of bad news 3 Leading staff in a crisis
How do you create a culture where staff feel accountable for the reputation of the charity?
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Good ways to deliver bad news
Top tips
1.Set the scene 2.Who is the messenger? 3.Face to face4.Messages - just say it 5.It’s okay to talk!
Leading staff in a crisis
Before a crisis
• What issues might you face?
• How do you prepare?
During a crisis
• Be quick
• Get your message straight
• Put people first
After a crisis
• Keep your promises
• Show you’ve kept them
• Learn from the issue
Wrap-up: putting it all together
