Internal communications and breaking bad news
When it comes to change communications remember: people won’t remember what you said or what you did, but they will remember how you made them feel.
Unless you’ve been living under a rock for the lasts few weeks, you saw the news that BBC Two’s ‘The Victoria Derbyshire Show’ has been axed.
While this is a huge blow to the BBC’s current affairs programming, following the show’s huge success in investigative journalism for nearly five years, it is also a useful lesson in how not to give your employees bad news.
Victoria even tweeted that the first she’d heard about it was via the media, before adding that she was ‘absolutely’ devasted by the news.
As you can probably guess, this is no way to handle organisational change. Badly managed change can last in an organisation’s memory for years so it’s worth getting it right.
Giving Bad News
Any organisation has to be able to manage change – and of course it won’t always be welcome news for everybody involved.
Albeit being a tough and sensitive conversation to have, skirting around the problem isn’t going to help. So, it’s all about preparing and being sensitive to people’s feelings and emotions.
Do’s and Don’ts
In the case of the BBC and Victoria Derbyshire, the way it was handled was clearly not great. However, sugarcoating bad news is not the way to go either.
There are a few things you need to remember when it comes to talking to staff about change plans.
- Understand why the decision you are delivering has been made
- Think about what you’re going to say before you dive in
- Calmly explain the rationale behind the decision
- Sugarcoat the news, always be clear and direct
- Allow your body language to contradict your words
- Ignore their reaction – you’re not a robot so don’t act like one!
Be fully prepared
Remember that the people you’re talking to are adults. This means being open and honest about what might change, what the next steps are and what help or support they can expect.
Five top tips for talking about change
- Your employee will no doubt ask questions. Make sure you think about what these might be in advance. This will also help you to work through the issues involved and how you’re going to communicate these.
- Avoid corporate jargon. Your employee wants to be spoken to like a human being, which means you shouldn’t try to hide behind buzzwords.
- Provide context. People’s primary concern will of course be how any changes affect them personally – but letting them know the reasons for change should also help.
- Be caring. The last thing you want to do is come across as cold and uncaring. If people seem angry or upset remember that this is new information for them, while it is probably something you have been considering for a while.
- Make sure you give the conversation the time it deserves. You show you care by not dashing off somewhere else and, as a result, possibly delivering incomplete information.
If you think you may need help with your internal communications and help managing change, High-Rise Communications can help. Please don’t hesitate to get in touch.