In business and in life we have to deliver bad news. It’s not fun but part of the process. It’s hard to tell a client they don’t qualify for their dream home, or that first time buyer they must have a co-signer. I have learned in the last 25 years of being a mortgage broker (Austin Mortgage Associates), Insurance agent, and car dealer that it is part of the daily routine. I do believe their is a kind and tactful way to deliver bad news. Here are my 5 steps. If your a real estate, insurance, mortgage, automotive or financial services professional, I invite you to join my www.soldoutsalesbootcamp. My goal with my blog series is to be an asset to all of our valued partners and clients at Austin Mortgage Associates.
Communicating well is hard enough to do, but what about when you need to tell someone bad news? It requires extra sensitivity on the part of the news-breaker and sometimes the reaction you receive isn’t good. Here are some tips on how to give someone bad news.
1) Process First
Make sure you’ve processed the bad news before you tell anyone else. If it’s something serious that has an impact on you as well, you need to have it together before you tell other people. At the very least, give some time to consider the effect the bad news will have and try to understand the receiver’s feelings. If at all possible try to think up some an alternative solution.
2) Do It in Person
If at all possible, break the bad news in person. Sit attentively facing the other person to show that you’re ready to listen to them and whatever they have to say. If it has to be done over the phone or Internet, apologize first for the fact that you couldn’t meet in person. Never break bad news over email or text.
3) Be Honest and Direct
Cut straight to the chase and lay it all out. The longer you hem and haw, saying things like, ‘Something has happened and I wish I didn’t have to tell you this but…’ the more anxious the other person will become. Don’t lead up to the bad news with a bad story. The leading up can turn the anxiety into anger.
4) Be Open to Their Reaction
Once you break the bad news, listen and stay open to what the other person has to say. You should be ready to clarify if they need more details, but your main role is simply to listen and understand. Acknowledge their feelings and don’t disagree with them or say something like, ‘It’s not that bad.’ What they need at this point is your sympathetic understanding.
5) Establish Good Communication First
One thing that helps a great deal is if you already have good, open, respectful communication going with the person. This is why it’s important to cultivate good communication with your friends and coworkers before there’s bad news to impart. Lay the groundwork.
I hope this information is helpful. As the Co-Founder of Austin Mortgage Associates, I am so excited to be involved again. If you are a client of ours, a valued vendor partner, real estate agent does not matter please feel free to reach out! James and I believe in local business. We would love to discuss the opportunity to highlight your business on our website Austin Mortgage Associates. James and I love our community and love to support those who support us.
To Your Continued Success,
P.S My personal email is Lisa@LisaCopeland.com