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Straight Talk in Tough Times
Communication That Builds Trust
By Dianna Booher
Bad news breaks on the horizon all too often––whether announcing layoffs, informing Jack he won’t get the promotion, or telling the department that they’re likely to have a cap on salary increases for the next two years.
The good news in delivering bad news? Straight talk in tough times can build bridges in ways that motivational hype in good times never could.
Consider these principles for communicating reality in a reassuring way:
Break the silence. Start talking. Just because you’re not talking about the situation, doesn’t mean others aren’t talking about it. It just means you, your information, your viewpoint, and your positive influence are not part of the conversation.
Acknowledge mistakes—your own or those of your organization—and how those have contributed to the bad situation.
Stop the sugarcoating. That doesn’t mean you must agree with the doom-and-gloom around you. It just means that others will reject glib comments. Instead, say it like it is and invite others to do the same. Invite them to express fears openly and honestly in front of the group. Otherwise, others will be doing it in the parking lot, in the cafeteria, and on Twitter.
State the reality of the unknown future—that things may or may not work out for the better. Nobody knows what the future holds, and you will lose credibility to pretend that you do. Acknowledging chances that things can go either way sends the message that you know you’re talking to reasoning adults, not children.
Outline positive choices to deal with the future. State your faith in your colleagues or staff as competent or committed people. Acknowledge the fear, the risk, and the difficulty—and then the rewards of overcoming the situation with the positive choices they can make to improve the situation.
Communicating clear, direct messages creates a climate of trust. And that trust pays big dividends in today’s competitive environment.
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Dianna Booher works with organizations to increase their productivity and effectiveness through better oral, written, interpersonal, and cross-functional communication. She is a keynote speaker and the author of more than 40 books (22 on communication) including The Voice of Authority, Booher's Rules of Business Grammar, Speak with Confidence, and Communicate with Confidence. Dianna is CEO of Booher Consultants, a communication training firm offering programs in presentations skills, business writing, and interpersonal communication. Successful Meetings magazine named her to its list of “21 Top Speakers for the 21st Century.” Executive Excellence Publishing also named Dianna to its “Top 100 Thought Leaders” and “Top 100 Minds on Personal Development.” Visit www.booher.com or call 800.342.6621.
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