Delivering bad news is one of the most difficult things to do when running an organization. The conversation can be awkward, stilted and quite simply terrible when it comes to disciplining staff, delivering negative performance reviews, or the worst – having to let someone go.
Whatever the reason for delivering bad news, initiating this type of conversation would be hard for anyone. Here we offer a few tips on how to navigate through difficult situations when disciplining an employee, and steps that should be taken prior to sitting down and starting the conversation.
Step #1 Prepare
The first step is to make sure you prepare for the conversation. Before you approach the employee, make sure you have all the information you need. Most importantly, you need to have all the facts. You need to know and understand the situation. Ask lots of questions such as: how the decision was made, who was consulted, what other possibilities were discussed, and the rationale behind the final outcome. If anything seems remiss or you’re unsure of the facts, seek further information. You want to make sure you approach the situation confidently and correctly.
Step #2 Communicate
The next step is to approach the disciplinary action as an opportunity to improve performance. Be positive and take the time to discuss what the employee is doing right and clearly outline areas of improvement. Some examples that may require improvement include: communication skills, leadership ability or even personal hygiene. Clearly explain the issue, next steps on how to make it better and what the consequences will be if performance and/or behaviour does not improve.
Step #3 Document
The last and most important step is to leave a paper trail. If an employee continues to exhibit poor performance after receiving a verbal warning, managers should issue written documentation. This document should detail all previous attempts to improve or change behaviour. By the time this step is reached, the employee should understand that they may face termination if the behaviour continues, but should still be given a chance to meet the expectations.
Eventually, every manager will find themselves delivering bad news to their staff. Overall, a difficult conversation has to be just that – a conversation. Both parties should have the opportunity to state their case. Give employees an opportunity to explain and vent. It should not be a debate. Once you’ve delivered the news and explained the decision-making process, always ask the individual or group for a reaction. It’s part of your role to absorb some of the emotion and to empathize with the situation. Once this is done, it’s easier to move on to next steps to improve the situation.
