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Transcript
Narrator: Delivering bad news is something we all have to do at some point.
While you might be prepared to deliver the bad news, what you may not be prepared for, is the reaction you get. Some people might get upset, others angry and defensive, some might even go eerily quiet. You can't control how someone reacts to bad news, but you can control how you respond.
Firstly, stay calm. If someone is blowing up, resist the temptation to do the same.
Keep your own emotions in check, and your voice and body language, measured and composed.
Be empathetic. If you've had to deliver bad news, they may well be upset or angry, and understandably so. Give them the space to vent their feelings without interruption.
If a person is upset, they may need some time alone to digest the news. If this is the case, give them some space. Check in with them later about how they are feeling, and go over any questions they might have.
Knowing how to communicate effectively, even when they are running high, shows you can manage and lead people through the tough times and the good.
