When breaking bad news at work, for example about a project or a budget, it’s important to handle the situation well. We need to think about who is receiving the bad news and what the impact will be on them. The way we break the bad news can be just as important as the news itself. If we get this wrong, we can damage relationships.
Question
As you read the three dialogues, think about the answer to this question: What approaches does Vicky take to breaking bad news to her colleagues? Make some notes on each case.
Hi, Jeremy. Do you remember how we spent a long time discussing who would do what to prepare for the client pitch?
I certainly do.
And that we asked Sue to prepare the slide deck because Marina was going to be on holiday?
Yes, and…?
Well, Sue’s going to be off work for the next two weeks. She’s just had a fall and broken her leg.
Oh, no!
But it’s OK. Well, not for Sue, but for the pitch preparation. You see, the good news is that Marina’s holiday plans have also just changed. Marina’s going to be here next week and will then be able to work on the pitch after all.
Oh, good. Well, that’s OK then. Can you organize a card and some flowers for Sue?
Hi, Vicky. What’s the latest on the team workshop you’re planning?
Ah, well, I haven’t started planning yet.
Huh? But it’s only three weeks away.
Yes, I know, but the team haven’t given me their input yet. And I’m still waiting on the venue to get back to me. And I’ve been really busy with other things.
Oh. Well, that’s not very good. You know this is an important event and that it needs to go well?
Yes, I do. Don’t worry. I’ll start on it this week. I have some time, so I’ll contact all those people who haven’t got back to me yet.
Hmm. OK. Well, keep me posted. Can you give me an update at the end of the week?
Sure. No problem.
Rainer, have you got a moment? I need to tell you about an issue with the project.
An issue? That doesn’t sound good. What is it?
You’re right. It’s not good. Our supplier is having problems meeting the agreed delivery dates. We’re working with them to see what can be done. We need to know whether it’s possible for us to meet our own delivery dates or if we’ll have to delay them.
Oh, I see.
What are your thoughts? I’m sure you must have some questions or comments.
Answers
Here are some answers to the question we asked.
Vicky uses three very different approaches to breaking bad news to her colleagues. These can be summarized as follows:
Example A: Vicky builds up to the presentation of the bad news by providing some context and background information. She then focuses on the positives rather than on the bad news itself.
Example B: Vicky’s approach is not ideal here. First, she sweeps the bad news — that she hasn’t yet started her planning — quickly under the carpet. Then she places blame and makes excuses for her lack of planning. Only then does she discuss a way forward.
Example C: Vicky gets straight to the point and presents the bad news without any background. She then gives her colleague a chance to comment or ask questions.
Grammar
“Going to” and “will” for future actions
You can use the going to- future when talking about future plans that you have made before the time of speaking.
In contrast, the will-future is often used for talking about future actions that are decided on while speaking.
Look at these examples from the dialogues:
- Sue’s going to be off work for the next two weeks.
- Marina’s going to be here next week and can work on the pitch.
- I have some time, so I’ll contact all those people who haven’t got back to me yet.
Useful phrases for breaking bad news
A. Introducing bad news
- Do you have a minute?
- Have you got a moment?
- Do you remember that we… ?
- I need to tell you about an issue/
- a problem we’re having with…
- It’s not good news, I’m afraid.
- It’s not good.
B. Breaking bad news
- Unfortunately,…
- There’s a problem, I’m afraid.
- It’s not going to be possible to…
- We have a problem with the…
C. Thinking about the other person
- What do you think?
- What are your thoughts?
- Do you have any comments or questions?
- How will this affect you?
- How can I support you?
D. Looking forward
- Let me see if I can…
- I’m working with them to solve the issue/problem.
- The good news is that…
- I’ll keep you posted.
- I’ll give you an update at the end of the week.
Key tips!
- Think carefully about the best way of breaking bad news. Be honest in the way you do it.
- Don’t blame others or make excuses for your own failings.
- Consider how the other person will feel about the bad news and whether or not they will have comments or want to ask questions.
- If possible, present a solution to the bad news.
Schlechte Neuigkeiten sind nicht leicht zu überbringen. Lies hier, wie du dabei am besten vorgehst, ohne das Verhältnis zu deinem Gesprächspartner zu beeinträchtigen.