Calling all leaders!
Whether managing a small team or leading a department in a larger organisation, I am sure you will have had to deliver tough, non-negotiable messages at some point or other.
Over the years I’ve been party to, and have had to deliver them.
Being told I was up for redundancy (quite a few times!) or telling teams they were having to reapply for roles due to mergers and restructures. In my personal life I’ve also received and had to share some messages where there was no wiggle room.
It could be announcing structural changes, discontinuing a product line, or delivering news that impacts employees directly; these moments require clear, confident communication.
I’ve recorded a short sound bite on this topic if you like listening rather than reading you can check it out here
https://link.chtbl.com/wordsthatchangelives
Here are the key elements that can help ensure your message is received well, even when it’s not up for debate:
- Prepare with your audience in mind
The first step in delivering a difficult message is understanding your audience’s concerns. When preparing, think beyond the legal or business jargon and consider the questions your team will have. Make sure you can clearly explain why this decision is happening and how it will impact them. Being well-prepared allows you to address their immediate concerns head-on.
- Frame the message with context
Starting with why is crucial. Whether it’s restructuring or closing a department, explaining the reasoning behind the decision will help your team understand the larger picture. For example, if your company needs to close a regional office, begin by explaining the financial pressures that led to this decision and what steps will be taken to mitigate its impact.
- Show empathy and acknowledge the impact
While the decision may be final, acknowledging the emotional and personal impact it will have on your team shows empathy. You need to make it clear that you understand this news may be difficult to accept and outline the support available, such as counselling, career coaching, or other resources.
- Deliver the message with clarity and confidence
Use clear, direct language to leave no room for misinterpretation. Steer away from complex jargon and communicate the message in plain terms. For example, instead of saying, “organisational restructuring will lead to a realignment of resources,” say, “The marketing and sales teams will merge at the end of this quarter. This decision is final and necessary for our strategic direction.”
- Use non-verbal communication to reinforce the message
Your body language is just as important as your words. Make sure to maintain steady eye contact, use a calm tone, and project confidence. This non-verbal consistency helps reassure your team that, while the decision is difficult, it has been well thought out.
- Provide follow-up and support
Your work isn’t done after delivering the message. Continue to offer guidance and follow-up. Make sure your team knows what’s next, whether it’s personal meetings, additional resources, or next steps in their transition. Consistent follow-up helps reinforce trust and ensures the message is truly understood.
- Listen to feedback
Even though the decision isn’t open to debate, it’s still important to listen to feedback. Letting your team voice their concerns will help you understand how the message is being received and allow you to address any confusion or resistance.
Check out a breakdown of these strategies in my short pod epsiode
https://link.chtbl.com/wordsthatchangelives
How do you feel about delivering tough messages? Comment below!
Need support with delivering difficult messages in your organisation? Get in touch hello@helenpackham.com
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