‘Delivering Difficult Information Successfully’ focus of Chamber sponsored event.

By CHRISTAN M. THOMAS Press Business Writer cthomas@johnsoncitypress.com

Being the bearer of bad news is usually an unwanted task.

A Johnson City Chamber of Commerce-sponsored workshop Wednesday helped coach businessmen and women to deal with that topic as Natalie Manor, CEO of Natalie Manor and Associates, discussed “Delivering Difficult Information Successfully.”

“It is my premise that all information is difficult at one time or another,” Manor said. “Delivering difficult information can be delivered in a way that is profound, effective, increases performance, creates clarity, creates an atmosphere of camaraderie and rapport, and allows you to move on to what you need to do next.”

Manor said the number one key to delivering difficult information is to be aware of how you are delivering the information and what the other person is hearing. The person delivering the message must deliver information that people value by speaking to what the hearer of the message values, communication relevant and timely information and allowing others to feel valued.

Finding out what people value and making them feel valued, Manor said, can be achieved by modeling the characteristics found in high-value relationships, such as trust and respect.

“It’s preparing to deliver the information,” Manor said. “It’s not necessarily about the reaction of the other person ... Even if it’s great information there’s no guarantee that when you deliver it they’re going to go ‘yay!’ If you find out what people value you can tell them almost anything.”

Manor gave three preparation techniques before delivering information.

• Set the context. Do so by supplying pertinent information, providing written information or expert information if needed and ensuring each party understands the purpose of the discussion by asking questions beforehand.

• Find out what is valuable. Discuss what would be important to each party, establish outcomes of the discussion and find out what people value.

• Clarify what you mean. Stick to the outcomes of the discussion and ask clarifying questions using “what” and “how” instead of “why.”

Natalie Manor and Associates is an organization of consultants, corporate trainers and executive coaching professionals with expertise in the areas of leadership and communication. For more information, visit www.nataliemanor.com.