Most people don’t enjoy giving bad news. It is often the most difficult messages that create the biggest challenge. Most people will need to give bad news at some point, and if you are reading this article, you are probably in a situation where you need to give bad news, and you want to do it effectively, and kindly. You probably care about the person who needs to hear the bad news and you want the best for them. That is a good place to start.
There are several models that experts propose can be used when giving bad news. Different models suit different situations; just as the best way to deliver bad news also depends on each unique situation. However, the models supported by research all have a few things in common:
Prepare for the conversation
Gather as many facts as possible, have notes written down if you are worried you might forget something important. Plan as best you can, but don’t stick rigidly to your plan if it transpires that it isn’t suitable. Be sure you are ready within yourself to give the news with a focus on the recipient and their feelings rather than your own feelings about the news.
Consider the environment in which the bad news will be delivered
For many years, it has been encouraged to always deliver bad news in person, however, many work practices now take place remotely and it isn’t always possible to with people when sharing bad news1. In addition, sometimes timeliness is important because in some situations, people may be fearing much worse news than what they are about to receive.
It’s usually best to speak privately with people, where you are unlikely to be overheard and where people can take time to consider the news you are sharing. However, there are some times of bad news that are best delivered where a support person or loved one can be there to provide support. Give some thought to the kind of environment that is best, without unnecessary delay. For example, a person might prefer to get bad news immediately over the phone, rather than waiting a week for an in person meeting. The World Health Organisation2 proposes that everyone wants a different level of detail when receiving bad news and they encourage those who need to communicate bad news to give time and thought for the way in which each individual recipient would like to receive their bad news.
Giving the news
Be brief. Start by saying you have bad news and then give the bad news. Be clear concise and unambiguous1. Avoid euphemisms as they can be unclear. For example, if someone has died say so, using the word “died”. Using euphemisms such as “expired” and “passed” can be unclear and can create unnecessary distress and confusion. Allow the person time to hear what you’ve said. Invite them to consider if they would like more detail. Make time to answer any questions and to share additional information they’ve asked for.
Being empathic
Studies show that when bad news is delivered with empathy, recall of that news is better3. To be empathic when giving bad news, it’s important to make space for the recipient’s reactions, emotions and thoughts. Be sure to focus on them, rather than your own feelings. Be calm, composed and in control of your own feelings. Acknowledge their emotions, validate them and offer support. All bad news brings with it emotional reactions from mild to life shattering4.
Following up, or providing additional information
Discuss next steps1. What can the person expect from here. Consider if they may like to speak with a loved one. It can be important to follow up, and equally important to reassure when you will do so.
George Bernard Shaw is attributed with saying: “The only golden rule is that there is no golden rule”. This can apply to giving bad news in that there is no single correct way to do so. Each communicator will find different strategies are effective for them, and each recipient of bad news will respond differently, add to that the different types of bad news you may have to communicate. However, it is important to take time to prepare, consider the best approaches, communicate clearly and concisely. Be empathic and follow up.
If you’d like some help to plan a specific communication of bad news, the Manager Assist service is available on 1800 629 277 or support@maxsolutions.com.au
- Vitto, C., Del Buono, B., Daniel, L., Rivet, E., Cholyway, R., & Santen, S. A. (2022). Teaching toolbox: Breaking bad news with virtual technology in the time of COVID. Journal of Cancer Education, 37(5), 1429-1432. doi:https://doi.org/10.1007/s13187-021-01975-7
- Donovan, Kath & World Health Organization. Division of Mental Health. (1993). Communicating bad news. World Health Organization. https://iris.who.int/handle/10665/58216
- van Vliet, L.,M., Leeuwenburgh, M. L. R., Westendorp, J., Sandra, v. D., de Jong, P.,C., & Stouthard, J. M. L. (2023). Good versus bad news consultations in advanced breast cancer: The role of empathy in information recall – an observational study.BMJ Supportive & Palliative Care, doi:https://doi.org/10.1136/spcare-2022-003938
The PEWTER study: Breaking bad news communication skills training for counseling programs. (2018). International Journal for the Advancement of Counselling, 40(1), 72-87. doi:https://doi.org/10.1007/s10447-017-9313-z
