7.2: Bad news in person- LARA
- Page ID
- 66451
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What are our goals as we deliver bad news?
- Acceptance—strive to help the receiver understand and accept the bad news.
- Positive image—promote a good image of yourself and your organization. Strive to reduce bad feelings. Convey fairness.
- Message clarity—make the message so clear that no further correspondence is necessary.
- Protection—avoid creating legal liability.
- Avoid defamation—a false published statement that harms an individual's reputation
- Libel—written defamation
- Slander—spoken defamation
Expect these reactions to bad news
- Disappointment
- Irritation
- Anger
Prepare for the meeting
- Gather all the information.
- Prepare and rehearse.
- Explain past, present, and future.
- Consider taking a partner.
- Think about timing.
- Be patient; make time for the person to have an emotional reaction.
Conversation steps: LARA
- Listen
- Affirm
- Respond
- Add information/Ask questions
Resources:
- LARA method, PDF document
- CLARA Guide, PDF document