Delivering Bad News
Learn how to prepare for difficult conversations, deliver bad news clearly and kindly, and respond to emotional reactions. The course covers explaining next steps and support, following up afterwards and looking after yourself, using examples such as unsuccessful applications, changes to roles and bad news for customers.
- Modules
- 3
- Duration
- About 20 minutes
- Pass mark
- 80%
- Assessment
- 8 questions from a bank of 12
Learning outcomes
- ✓Prepare for a difficult conversation by checking the facts, the person, the setting and the timing
- ✓Deliver bad news clearly and early in the conversation, with compassion
- ✓Respond to emotional reactions by listening, pausing and acknowledging feelings
- ✓Explain next steps and sources of support accurately
- ✓Follow up appropriately after the conversation
- ✓Look after your own wellbeing when you deliver difficult news
Course contents
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Module 1: Preparing for the conversation
Video (4 scenes) · 1 lessons · 2 practice questions
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Module 2: Delivering the news
Video (4 scenes) · 2 lessons · 2 practice questions
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Module 3: Next steps, follow-up and self-care
Video (4 scenes) · 1 lessons · 2 practice questions
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Final assessment & certificate