Delivering Bad News, Apologizing, Recovering from a Screwup, and Showing Gratitude

Why Focus on Delivering Bad News?

• It's hard to do

• It's a leadership/management responsibility

• It requires forethought and preparation

Delivering Bad News – 5 Principles

• Don't delay unnecessarily

• Take time to do it correctly

• Lead with your heart

• Be specific, forthright, and polite

• Listen and be open to ideas

Delivering Bad News – 4 Techniques

• Schedule appropriately

• Anticipate likely questions/issues

• Use simple language

• Remain calm and in control

Apologies – 3 Why & When

• Why

  • Shows you care

  • Helps move forward

  • Rebuilds trust

• When

  • You're at fault

  • As soon as you are ready

  • It's never too late

Apologies – 5 Techniques

• Be specific

• Acknowledge the harm

• Take responsibility

• Commit to doing better

• Consider explaining why*

Recovering from a Screwup – 5 Techniques

• Be first with the news

• Own it

• Avoid blaming others (or victims)

• Focus on the future

• Don't just apologize; fix it if you can

Showing Gratitude – 5 Why

• Improves mental health

• Increases happiness

• Strengthens relationships

• Boosts academic performance

• THANK YOU

5 Practicing Gratitude

• Make notes

• Keep a journal

• Be mindful of others

• Be specific

• THANK YOU