Q: What is the best way to prepare for a client call if delivering bad news?

Posted by on Sep 11, 2014 in Communications, from Q to A | Comments Off on Q: What is the best way to prepare for a client call if delivering bad news?

Q: What is the best way to prepare for a client call if delivering bad news?

A: Preparing for a challenging conversation, with any audience – client, colleague, or even a member of the media – is the same. Think through your message as well as potential questions or feedback you could receive. Prepare for anticipated scenarios. Be clear on what you want the key takeaway to be, and then make sure you bridge to or reinforce that message as much as you are able. And it is always a good idea to prepare. I have a client who referred to this step as ‘mock around the clock’. We scheduled several mock interviews, including one just 30 minutes before his scheduled call with a partner, and I was able to create real life scenarios in which he had to respond. If you don’t have a communications advisor to help you as he did, ask a colleague or friend. You will benefit from any form of rehearsal.

As a side note, this approach is effective for delivering good news as well.

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