Giving bad news
“You won’t be able to use the system today. The part needs to be ordered and will take 14 days to deliver. A technical specialist will need to come fix this malfunction, and that won’t be possible today.”
Just a few examples of what back-office service employees and field service engineers have to communicate on a daily basis. Giving bad news requires careful communication, including an actual connection with the person receiving the bad news. If service employees are unable to cope with the discomfort resulting from bad news, they may end up getting stuck in common pitfalls.
This e-learning module provides relatively simple guides that support employees in the process of delivering bad news, copying with the uncomfortable situation, and following up effectively.
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