Case study: Delivering bad news

Situation

Middle manager involved in a critical project where multiple issues had caused inevitable delay. The manager had to address senior executives, brief them on the status of the project and tellthem that there was no way delays could be avoided. The situation caused the manager much stress and anxiety.

Intervention

Addressed stress-relief approaches with manager: state change, breathing, results focus. Prepared and structured a presentation for the senior executives which addressed the issues that were dealt with, the ones that remained to overcome, and recommendations on next steps. Key to this message was a transfer of decision to the stakeholders, instead of the manager.

Results

Manager delivered the bad news in a relaxed and controlled manner. Although disappointed, senior executives accepted the information because they felt the manager had done the right things and delays were inevitable. Together, the executives and the manager planned next steps with the executives accepting to step in to take care of the most serious issues, and ease the path to success for the project. The project was eventually completed, and the manager's stress level considerably reduced for the duration of said project.