Making the Best of Delivering Bad News

Houston, April 17-20, 2012

© 2010 CPI. 2

Agenda

1. Consider the implications of your organization’s policies, procedures, and protocols relevant to the delivery of any type of bad news.

2. Learn the importance of preparing for the delivery of bad news.

3. Understand how to deliver bad news in a manner that is respectful, service oriented, and physically and emotionally safe for everyone involved.

4. Learn the importance of obtaining support after delivering or receiving bad news.

© 2010 CPI. 3

Managing Behavior in Today’s World

© 2010 CPI. 4

Managing Behavior in Today’s World

What is it that we do?

• Training, Behavior, Choices.

• Providing people with an opportunity to make good choices in a bad situations.

• Specific steps for recognizing behaviors and responding appropriately.

• Working to prevent bad situations from getting worse.

• Avoid becoming part of the problem.

© 2010 CPI. 5

Bad news…

© 2010 CPI. 6

Policies & Procedures

1. Respect

2. Service

3. Safety

4. Violence Response Procedures

5. Workplace Protocol

© 2010 CPI. 7

Preparing for the Delivery of Bad News

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Preparing for the Delivery of Bad News

1. Who will be receiving the bad news?

2. What information needs to be delivered?

3. Why is it necessary to deliver this information?

4. When will be the best time to deliver this information?

5. Where is the best place to deliver the news?

6. How can I best deliver this news?

© 2010 CPI. 9

Principle #1 Get to the Point

© 2010 CPI. 10

Principle #2 Remain Objective

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Principle #3 Rationally Detach

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Principle #4 Listen Empathically

© 2010 CPI. 13

Principle #5 Offer Something

© 2010 CPI. 14

Principle #6 Bring Closure to the Meeting

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Importance of Debriefing

1. To share information.

2. To provide assessment/feedback.

3. To give and receive support.

4. To determine what follow-up action should be taken.

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Free Resources

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Prepare Training ®

• Instructor Certification (Train-the-Trainer)

• Foundation Course – Violence Prevention Cornerstone

• Topic Modules – Library of curriculum to adapt to receiving audience

• Onsite & Open Enrollment Options

© 2010 CPI. 18

Questions – Contact Information

Raquelle Solon

Associate Director Prepare Training

1-800-787-5166

ptp@crisisprevention.com

www.crisisprevention.com

Thank You!