Module 3
Saying it: structure, words, silence and what not to say
There is a structure that most good bad-news conversations share, whatever the subject. It begins with a short warning that something serious is coming, then gives the news in plain words, and then stops. It acknowledges what the listener is feeling, explains what happened simply, sets out the options and a recommendation, says what happens next and checks that the person has what they need. Each step has a reason. The warning lets the listener brace. The headline spares them from guessing. The pause lets the news land. The acknowledgement tells them that they are seen. The explanation answers the questions that follow. The options and next steps give them something to do. This module teaches the structure, the words that serve it and the words that undermine it, and how to apologise without making it about yourself. It also covers writing bad news, since written follow-up is nearly always needed, and sometimes the only possible form. The Bad-News Message Check finds the common faults in a draft. All the people are invented.
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See what is included in All-Access →General education on giving bad news and handling difficult conversations, using invented people, firms and matters. It is not legal advice, and it does not state the professional rules, employment law or insurance requirements of any country. Those differ and change: check the rules that apply to you and take advice.
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