Delivering Bad News Tactfully and Effectively

As the department manager of a mid-sized company providing technology support services and overseeing ten employees, it is important that I understand that the performance of my employees is a direct reflection of my ability to manage and develop them into a cohesive team of colleagues working toward a unified goal.  The ability to build a team and develop a “teamwork culture” has become the focus of almost every organization today, so much so that teamwork skills have become a hard sought-after job candidate requirement.  This is particularly true for executive team leaders and managers because they are not only leading and influencing their team, but they are also role models (Bowes, 2011).  As a role model, my ability to not only instruct and coach my team, but to manage conflict and deliver bad news tactfully and effectively will ultimately have a direct impact on the success level of my team.

One of the first steps toward learning to effectively manage conflict is to understand that conflict is inevitable when dealing with multiple people, because conflict is a part of all relationships (Abigail & Cahn, 2011, p. 6).  Embracing conflict as a normal part of relationships, whether professional or personal, makes it easier for me to remain calm when conflict arises and not overreact to the situation.  By remaining calm, I can actively choose to apply the collaboration style of conflict management.

Collaboration is something in which two or more people engage with a common end goal.  It means “using integrative behaviors and developing mutually satisfying agreements to solve the problem once and for all” (Abigail & Cahn, 2011, p. 56).  Collaboration is the optimal style of conflict management because it holds the potential to provide a win-win result for all parties.  Therefore, it is the style I would use when faced with having to deliver the bad news to one of my employees that unless there is immediate improvement, dismissal is imminent due to two years of substandard performance, numerous complaints from customers and coworkers, and displays of confrontational behavior that has created a hostile work environment.

Through the collaboration process, I would carefully explain the expectations of the company, as well as my own expectations as the department manager, from the technology support team.  I would be sure to first highlight any positive aspects of the employee’s job performance, and then I would explain the areas in which the employee has failed to meet expectations.  Next, I would offer the employee the opportunity to explain the reasons for the substandard performance as well as the confrontational behavior.  In anticipation of defensiveness or denial of substandard performance on the part of the employee, I would be prepared to provide specific instances where the work quality was lacking, and I would share some of the complaints received from customers and coworkers.

After listening carefully to the employee’s response, I would explain that immediate improvement is needed in all the areas discussed, and I would set specific goals.  I would also give the employee the opportunity to assertively communicate how best to accomplish the specified goals, including any additional training or other resources the employee may need to do the job.  “Assertive communication behavior gives others a chance, which is a good idea when a relationship is important to you” (Abigail & Cahn, 2011, p. 57).

Once a course of action was agreed upon, I would verify that the employee understands and agrees with the goals, and believes that they can be accomplished.  Taking a more direct approach, I would explain that if there were no immediate improvement, dismissal would be the end result.  I would then revert back to a collaborative approach and close the meeting on a positive note by stating that it is my desire, as well as that of the company, to see the employee succeed and enjoy coming to work every day.  Closing the meeting on a positive note sends a message of preserving the goodwill of the employee, which will help keep the employee favorably disposed toward me and the company (Roebuck, 2006, pg. 89).  The collaborative style of conflict management would enable the employee to leave the meeting feeling that the company and I care, and hopefully lead to a win-win outcome for everyone.

Abigail, R. A. and Cahn, D. D. (2011). Managing conflict through communication (Fourth Edition). Boston, MA: Pearson.

Bowes, Barbara/Working World.  (2011, October 15). Evaluate status, success of team you manage. Winnipeg Free Press, H.1.  Retrieved November 26, 2011, from Canadian Newsstand Complete. (Document ID: 2486952391).

Roebuck, D. (2006). Improving business communication skills (4^th ed.). Upper Saddle River, NJ: Pearson Education, Inc.