"The response to bad news is often emotionally charged and unpredictable. It is critical that the information is divulged in its entirety so there are no misinterpretations and misapprehensions. This is particularly true when addressing a group of people (e.g. the extended family of someone in a hospital). You have to command the environment. Previously discussed clarity cannot be established in the face of chaos and disruptive behaviors."
"Clearly establish your role in the situation and why you are the bearer of the bad news. Find an area of privacy if at all possible. Get people seated. Sit yourself close by. Identify the key recipients in a crowd-the closest relations, the ones who will help you maintain order and disseminate the information, the ones who may need to make critical decisions."
Delivering bad news is a developable skill that requires assessing recipients' capacity to process information and adjusting delivery accordingly. Command the environment: establish privacy, get people seated, sit close, identify key recipients who can maintain order and assist decision-making, remain calm and soft-spoken, and redirect conversations to the issue. Demonstrate competence by signaling expertise and credentials and by communicating confidence. Prioritize caring, connection, consistency, clarity, and courage while delivering difficult information. Monitor personal limits and watch for burnout when repeatedly tasked with giving distressing news.
Read at Psychology Today
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