From the course: Delivering Bad News to a Customer
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The solution: The four keys
From the course: Delivering Bad News to a Customer
The solution: The four keys
- My dad needed a quadruple bypass. Because of the risk, he did not want the surgery. We met with dad's surgeon to ask questions. The surgeon greeted us, shook hands, and sat across from my dad. I was the first to ask a question. If my dad doesn't have the surgery, what are we looking at? Unless your dad has a surgery, he'll use a wheelchair due to his frail body. Another possible outcome is that he will be bedridden. Likely, he'll be dead in less than two years. While listening to the doctor's news, I felt calm and open. The news was horrible. Yet, the way the doctor delivered the news was easy to accept. There are four keys to delivering bad news the doctors have mastered. The first of the four keys is to be clear. The surgeon said, if your dad does not have this surgery, he's looking at one of three outcomes, and then he gave us those three outcomes, leaving no room for misunderstanding. If you must tell a customer…
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