When the job requires us to deliver bad news, it can cause as much anxiety in the giving as in the receiving. 

When giving bad news, the sincerest and most honest way is usually the best. Plain speaking also works well rather than relying on the well worn company vision and values statement about how the company is committed to your health and safety. 

For example, if you need to tell someone that their claim has been rejected, accept that this is bad news for them. Allow them to tell you how it impacts them. You can be supportive of their situation even if you can’t change it.

I always plan the conversation and anticipate questions ahead of the meeting. This helps steer the conversation towards what needs to be covered. Simple statements like ‘unfortunately I don’t have good news for you…’ is a start. Ending your conversation with ‘this is not exactly fun for me you know …’ won’t make them feel any better. It’s about them, not you.

When you can’t answer their questions, it’s ok to say so. 

When the news affects a person’s take home pay you can suggest seeking financial advice to assist with the management of the family budget, or by contacting Centrelink. This is probably not your area of expertise so refer it on.

Even with the greatest of planning, sometimes it can go off the rails quickly and an angry response might arise. Here’s a few tips for when the train derails:

• Do allow them to finish what they want to say;
• Do offer them the opportunity to have a drink of water and a few minutes to absorb the news without you interrupting;
• Do ask them if they would like to contact a family member or support person before continuing the meeting (if they declined to bring one along); and
• Be generous with your time, it’s an important meeting.

Being supportive is important, this means providing clear and factual information. This will balance the conversation, but draw on useful points like ‘I will continue to support you during this difficult process’. Stay clear of any sentence beginning with, ‘Well at least you’ve got your…. ‘

Ending the conversation with clear guidelines on where to from here will provide a new focus. Don’t forget to confirm the purpose of the conversation. It’s always best if they leave with a clear objective or understanding of the situation. I find it’s good to get people to reconfirm back to you that they understand, sometimes it comes back a little wrong and is worth checking.

Remember to always put yourself in the other person’s shoes and never underestimate their reaction. What is merely relaying new information to you may be devastating news to your listener.