As an Admin, you sometimes have to give the boss unpleasant news. What are some smart techniques for getting the job done?
The greatest approach is to understand the personal style of the individual.
For instance if you are working with a Judge (a very direct, to the point kind of person) you will be direct and to the point. No prelude, no niceties, just lay it on the line.
When working with a social, friendly Meteor individual, being friendly, and saying something positive first works best. This is especially true if the negative information is going to be quite unpleasant.
The bottom line is that if we approach giving negative information based on the way we want to hear it, we run the risk of alienating the person we’re talking to.
By having alternatives available you’ll always be more effective. If you have to tell someone the flight got cancelled, have optional ways to travel. When giving the bad news that the new employee isn’t going to take the job after all, have the name and number of two reliable employment agencies, etc. By offering solutions to the negative, you immediately emphasize what can be done, not what can’t.
You’ll also do best by getting them involved. Let’s say you have to tell someone the project he has been working on has been scrapped. You may have gotten this task because your boss doesn’t want to face this person, or perhaps is too busy and relies on your tact and diplomacy. Whatever the reason you’re stuck giving bad news, and you may not have the authority to offer much in the way of alternatives.
You can find out in advance what other projects they might get involved in, ask for guidance on a project you are working on or find some other way to get them involved, and away from the destructive behavior of dwelling on all the time that was wasted. By the way be sure you let them vent if you know your information will create a great deal of frustration or stress. It’s a common reaction to the news, and not directed at you personally.
Look to see the biggest need that won’t be met with this decision. When people act out it’s because there is a need that isn’t being met. So, when you deliver the unpleasant news, understand what need isn’t being met. Could the person need to look like the smartest person around, and any criticism helps erode this perception? Does a boss need to save face around the rest of the staff? Identifying the most basic of needs helps you find multiple ways to approach the issue.
Imagine looking in a mirror when you speak. Are you projecting confidence, professionalism, and positive energy? Are you standing or sitting tall, making eye contact, talking without apologies and with assertiveness in the voice? How you convey the information you are giving has everything to do with how it’s received.
By the way, I’m working on a program that details the 4 personality types Admins work with daily, including practical ways to best deal with them. You can find out when it’s ready right here in this blog.
Best regards,
~ Jennifer
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