metaphor for delivery of bad news
Post on 13-Sep-2014
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Managers face many cases in which they have to report bad news. Delivery of bad news is emotionally painful, complex and harms many parties. The presentation offers a metaphor to ease this process.TRANSCRIPT
Ali Anani, PhD
METAPHORS FOR DELIVERY OF BAD NEWS
Bad News Are EverywhereDoctors telling patients they have
a chronic disease
Bad News Are EverywherePain of change
Bad News Are EverywhereCostly Ads that failed to be
rewarding
Bad News Are EverywhereDispensing of employees
Bad News Are EverywhereReporting falling profits or even
making losses
Bad News Are EverywhereEmployees expecting high
evaluations or students expecting high grades, but proved to be
failing expectations
Bad News Are EverywhereExamples are almost endless
Bad New Delivery as StressorsBad news are stressing for all parties
The delivererthe receiverThe family
The co-workers\ the community media find bad news like fertile seeds
worthy of dispersing
Bad New Delivery as StressorsBad news becomes a complex issue
to handle because of the involvement of many parties
Metaphors for Bad NewsDelivery of drugs for bad pains
sounds a good metaphor for Delivery of bad news
Shared PerspectivesBad pains versus bad news
Delivery of drugs versus delivery of bad news
Phases of pain are similar for body pain or bad news pain
The Metaphor Discovery Journey Starts
The Three Acts of Body Pain
http://www.stepawayfromthecake.com/2013_03_31_archive.html
Pain 2
Pain 1
Pain 3
Pain Curve
The Three Acts of Body Pain
Pains are unequalLadder of Pain
Pain 2
Pain 1
Pain 3
Pain Curve
Pain CurveManagement Pain Ladder
The greater the pain is, the more challenging its managing is
Pain 2
Pain 1Pain 3
Pain has a story structure regardless of its source
Pain is a signal from our body that something is not right.
Pain is a signal from our body that something is not right.
Organizational pain is a signal coming from dissatisfied
customers, Increasing customers’ attrition, customers’ complaints
on the web, bad mouths, decreased customer loyalty
Pain is a signal from our body that something is not right.
Organizational pain is a signal coming from dissatisfied employees, such as
high employee turnover rate, employee disengagement ….
Pain is a signal from our body that something is not right.
Organizational pain is a signal coming from dissatisfied employees, such as
Work environment with toxic blame culture,Worsening economies,
Increasing costs of living…..
Pain is a signal from our body that something is not right.
Organizational pain is a signal coming from dissatisfied employees, such as
Technology makes products obsoleteTechnology increasing customers’
expectations,Technology that makes targeting customers
easier for your competitor……
Pain is a signal from our body that something is not right.Organizational pain is a signal coming from
dissatisfied employees, such as
Immersing company in the red oceanFailing to capitalize on ideas or
requests of customers
Forgetting that the older the company gets, the more difficult it is to heal pain. Still,
management procrastinates on early healingChanging business direction fast
Riding the wrong horse…..
Delight/Pain RatioIncreasing delight while reducing the pain of
customers is a recipe for success
Selling requires buyers. The latter used to base their decisions on benefit/cost ratio.
Now, thanks to Dr. Rod King, it is delight/pain. Free offers serve as an example. The delight of having something free, no matter how small,
when divided by pain (zero in free offers) gives infinite pleasure. Giving upfront delight is a magical formulae for success. This is one example of what I referred to as creative
emotions that drive sales.
Maximize delight by maximizing the alignment of your offer with the values of
your customers
The pain of negating your customers’ valuesis chronic and is very painful
Not all pains arethe same
Not all pains are the sameOrganizational pains, like body
pains, are not all the same
Medical Ladder of Pain
Organizations Ladderof Pain
How MDs deliver bad news to their patientsin doses starting with mild ones
And inchanging drugs from mild to stronger ones, depending on response rate and degree of
badness
Managers to deliver bad news in a likewise manner
MDs use different methods of delivery of drugs
Drug delivery technologies modify drug release profile, absorption, distribution and removal for the benefit of humanizing product worth and safety, as
well as patient effortlessness and fulfillment
So, managers may vary bad news delivery techniques such as
Face to face encounters, Use of e-mail.
Use of letters…
Medical Bad News Delivery
Preparing the patient for the
bad news
Alleviating the impact of bad news on the patient and
family
Deliveringthe badnews
Preparing the employee for the
bad news Deliveringthe badnews Alleviating the
impact of bad news on the worker, family
and co-workers
Organizational Bad News Delivery
Targeted Delivery of Drugs
More effective and less side effects, but can be costly in money
Targeted Delivery of Organizational News
Target news to certain employees, but watch the cost of unhappy employees if
they feel alienated
Aftermath of Delivering Bad Medical News
Watch out for emotional arousal that may lead to “emotional Burning”
Aftermath of Delivering Bad Organizational News
Watch out for emotional unrest that may lead to “emotional Burning”
The husband of a lady died suddenly. Her friends were hesitant how to report the news to her.
One friend volunteered. She went to her and told the newly-widowed lady
“I am sorry to report that your husband married again”The wife started screaming and cursing her husband.
Her mouth uttered many curses.The friend told her
“let me now tell you the real news. Your husband didn’t marry again- he died”.
The widow responded “Oh great- I feel better now”.
Delivery of a Painful Story to a Wife
Managers can learn a lot from medical doctors on how to
treat and manage pains