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How Do You Really Deliver
Difficult Info?
By: Natalie R. Manor, CEO
How can we give and receive difficult information
with ease and without reluctance and/or fear? Giving and receiving
difficult information does not have to create a problem. As long
as you have prepared the situation with the clearly defined outcomes
that you want from the situation or conversation, you should be
in good shape. Most of the time, delivering difficult information
helps a situation, increases performance and provides a clarity
that was not there before.
Also, understand that when getting ready to deliver
difficult information, you may feel some anxiety or discomfort about
the situation. That is even more reason to be prepared so you can
keep your nervousness or discomfort to a minimum.
There are 5 typical situations where information
is difficult to deliver if the context isn't set well:
- When trust is lacking
- Where outcomes and objectives are not clearly defined
- When there are sliding standards which indicate favoritism
- When information is not delivered in a timely way
- When the information has to do with the competence of the receiver
of the information
The most important aspect of leading and managing
your people and your organization is providing a format for creating
high-value relationships that automatically produce trust. When
trust is present, you have the ability to provide a natural setting
for people to thrive. When your people aren't thriving, you also
have the ability to deliver information that they need to grow and
improve their performance.
Think of your best relationship. Is it your husband/wife,
sister, co-worker? Why does that relationship work even when things
are not going well? When a relationship is good, you have the ability
to share information in a timely way that might not be the most
positive and yet that person listens and usually thanks you for
the information. What is present is trust.
We have trained thousands of leaders just like you
in leadership and communication skills. During our trainings we
do an exercise in building a list of the top 10 characteristics
of a high-value relationship. We have never had a list that did
not include “trust” as a characteristic. That should
tell you the importance that we all place on having it in our relationships.
We all desire to trust and be trusted.
I mentioned five situations above where difficult
information can be a problem to deliver. There are actually infinite
situations that could be difficult. However, if you continually
make the effort to create trust in your relationships and organization,
you will be able to share information and deliver information that
is both difficult and positive with equal ease.
© 2001-2009 Natalie Manor & Associates.
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