A breaking news story is a tough thing to report. Especially when it’s about a person who has died, or someone who is critically injured. Reporters must always remember to verify eyewitness accounts with authorities. It’s a rule that applies even to a big story, like the shooting of congresswoman Gabrielle Giffords. Eyewitness accounts can be misleading, particularly when they’re dramatic and make for a good headline. In the chaos that ensues in the aftermath of a disaster, it’s easy for people to panic and misreport what they saw.
Breaking bad news to customers is equally challenging. However, learning how to handle these conversations respectfully can actually strengthen your customer’s bond with you.
The most important aspect of breaking bad news is being direct and honest. Avoid using euphemisms or sugar-coating the situation. Getting to the point right away can help ease the tension for both the messenger and recipient. It’s also essential to think through the consequences of what you’re going to say. For example, if the bad news is about their cat dying, it’s likely to cause a different reaction than if it’s about losing their job.
Many NPs view breaking bad news as a key communication skill in their tool kit. There are several accepted methods of doing so, such as using the SPIKES protocol8-10. In addition, it’s vital to know that some people may need a few hours, or even days, to process the information you’re delivering.