There are a few approaches I would use when trying to communicate bad news or a problem to a person, specifically an employee. According to Roebuck (2006), "use caution when expressing emotions" (p. 127). Usually when delivering a problem or bad news, emotions will be involved. I would try my best to be sensitive but direct about the issue. I would definitely try to be as clear and "to the point" as possible because communicating a problem or bad news could be painful for the person receiving the news. In this particular instance, I would tell the employee with which the problem is occurring that I had received complaints from other workers and customers about his or her behavior and it needs to be corrected or else more drastic measures would need to be taken. I think that honesty and openness are the most important aspects of communicating bad news because you have to be to the point, delivering the message, but also be sympathetic to the person receiving the news.
People usually think that communicating is the most important part of delivering bad news to a person but actually listening can be a helpful step as well. According to Sittenfeld (1999), "don't just 'get right down to business.' Start with a few open-ended questions: 'How are you feeling?', 'How's it going?'. And when the other person is talking, be quiet. The trust that you can build just by letting people say what they feel is incredible." By listening to the person who will be receiving the bad news, they will feel calm and more comfortable. It's important to not only deliver bad news, but to get some insight into how the person feels before and after he or she receives the news. This two-way communication can be an asset in any sort of situation.
When communicating bad new through an email or memo, there are also certain measures that should be followed. Roebuck (2006) states, "use simple language, as if you were speaking to the reader. After you have written your e-mail or memo, read it aloud to see if you would speak the way you have written. If your e-mail or memo sounds pompous, consider revising it!" (p. 124). I think that the person receiving the notification of a problem or the bad news would appreciate the writer using a conversational tone and being more personal.
In conclusion, delivering bad news will never be easy but there are steps that can be taken to make the process easier. It's important to not only communicate the news effectively, but to listen and to be open to what the person has to say. Also, it's vital to remember that there are delicate emotions involved when delivering any sort of bad news and to be considerate of that. Being straightforward and honest is the best way to deliver any sort of bad news especially in a professional environment and it will be greatly appreciated by the recipient.
Roebuck, D. (2006). Improving Business Communication Skills. Upper Saddle River: Pearson.
Sittenfeld, C. (1999, March 31). Good ways to deliver bad news. FastCompany.com. Retrieved October 28, 2010 from http://www.fastcompany.com/magazine/23/buckman.html.
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