- When breaking bad
news, a visual is especially helpful. ("Show but don't tell.")
Separate the message from the messenger.
- Get the message
"off to the side," and then look at it yourself. Use
your eyes to focus the group attention.
- Into the meeting, try
moving the "bad news" chart to the side or rear as "good
news" solutions are developed.
- Acknowledge
resistance.
- Focus on facts and
descriptions, not interpretations.
- Position your body at
90 degree angle, or side-by-side, if possible (such as sitting around a
table)
- The problem is
"it" but he solution is "we."
- Use the "we"
hand gesture (move hand back and forth).
- Don't stand behind a
podium.
- Go ahead and let any
irate persons speak: "play his/her rehearsed
tape."
- Offer, don’t
state, the answer to a question
- Use the
Feel/felt/found technique. Say....
- I know how you
feel.
- I've felt that way
myself.
- I've found, however,
________
|