Helping people through it.
WHAT PEOPLE WANT TO KNOW
What is changing Why When What it means for me
WHY THAT LAST QUESTION DOMINATES
Everything else is secondary to it.
WHAT TO ADDRESS EARLY
The personal implication, honestly.
WHAT TO DO IF THERE IS NONE
Say so, plainly.
WHY
Silence on it produces assumption of the worst.
WHAT TO DO IF THE NEWS IS BAD
State it directly, with the reasoning.
WHAT TO AVOID
Framing bad news as opportunity Language that conceals what is happening Announcing before decisions are made, without saying so
WHAT TO DO ABOUT THINGS NOT YET DECIDED
Say what is decided and what is not, and when it will be.
WHY
Uncertainty is tolerable; false certainty is not.
WHAT CHANNEL TO USE
For anything significant, speak first, then write.
WHY SPEAK FIRST
Learning about something significant by email is resented.
WHAT TO PROVIDE
A route for questions, and time to ask.
WHAT TO EXPECT
Reaction, some of it negative.
WHAT TO DO ABOUT IT
Let it happen, and respond honestly.
WHAT TO AVOID
Defending the decision repeatedly Pretending consensus
WHAT TO FOLLOW UP WITH
Written confirmation of what was said.
WHAT TO DO OVER TIME
Repeat the message, because it is absorbed slowly.
