Communication is number one in any industry based in customer surface and employee relations. How you say things is often times much more important that what is said. Good or bad, news needs to be communicated and below are some tips on how to optimize and turn both into a positive growth opportunity for you and the individual the news is regarding.
Delivering Good News: Use “you.” Example: “I wanted to congratulate
you on this job offer. The client said that you presented well and really knew
your stuff. We are very excited and hope you are too.” This allows the
individual to have pride in their accomplishment and gives them credit for a
success. This goes a long way with establishing support and confidence between
yourself and the individual and they will be more keen to interact in the
future.
Delivering Not so Good News: This is often
more important than good news delivery. Try to avoid using “you.” You is a
personal term that will typically place the individual into an immediate
defense mode, which helps no one. If able, plan your phrasing before its said.
Focus on the point of the call and be honest. This is not sugar coating, it’s phrasing. Example: “I received notice that the employer has chosen to go with another candidate. They said that the other applicant had very strong presentation skills and asked good questions. Is there any coaching I can offer? We would like the next interview to be successful, what are your thoughts?"
This communicates support and encouragement. It's bad enough receiving negative news and the idea is to be a resource to your network. It always helps to ask the individual what their experience and impressions were, it pulls them into a dialog that can lead towards growth.
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