ASK THE EXPERT | HOW TO DELIVER BAD NEWS
Wednesday, 20th October 2010
KAY-YUT CHEN AND MARINA KRAKOVSKY
http://www.cityam.com/city-focus/ask-the-expert-how-deliver-bad-news
LUCKILY for most of us, we don’t have to announce anything as difficult as cuts in the welfare budget, unlike George Osborne, who outlined his comprehensive spending review yesterday. Yet at some point in their careers all managers have to deliver bad news. So when you do, what’s the best way?
For starters, explain, explain, explain. Decades of research in psychology and behavioural economics point to the importance of providing explanations for your actions. Whether you’re making an unfair offer, playing uncooperatively in a Prisoner’s Dilemma game, or announcing a layoff, explaining why you're doing what you’re doing and showing that you mean well typically softens the blow. In the absence of explanations, people have a tendency to assume the worst of intentions for your behaviour. And though it seems to the more rational-minded among us that the only pertinent information is the objective outcome – such as pounds lost or saved – to most people what is in your heart and mind matters quite a bit.
Second, focus on the most pertinent comparisons. Human nature means that bad news makes for good copy, and dire rumors spread faster than good tidings. It’s not surprising, then, that listeners tend to focus on the most dramatic aspects of a situation rather than the most level-headed.
Thirdly, make sure that you are framing your news in the best way for you. Give statistics, background and information to back up why you are doing what you are. There are many ways to spin a situation, so make sure that your justifications are clear and well backed-up with facts and figures. Then you are more likely to bring people with you.
Finally, be decisive. Though some people thrill to uncertain prospects, most loathe uncertainty. Part of the danger in delivering bad news is that it will be seen as a sign of more trouble to come. So if the news you’re delivering is the worst of it, say so.
Kay-Yut Chen and Marina Krakovsky are the authors of Secrets of the Moneylab: How Understanding People Will Increase Your Profits (Portfolio Penguin)
MY THOUGHTS
i will never like being the bearer of bad news. what's more difficult is what comes after you deliver the bad news. you're able to somehow plan what to say about the news. but you can never tell how the person would react.
Wednesday, November 3, 2010
Tuesday, November 2, 2010
Etiquette 101: What NOT to talk about in Asia and the Pacific
Etiquette 101: Smart Talk
by Boris Kachka | Published November 2009 | See more Condé Nast Traveler articles
http://www.concierge.com/cntraveler/articles/501931
ASIA AND THE PACIFIC
It's likely you won't find more diversity of political systems and social mores—to say nothing of complex colonial histories—than on the largest continent. Here you'll encounter rigid cultural rules in thriving democracies (like Japan) and no-go conversational zones mandated by law (China). The prevalence of the concept of "face" in East Asian cultures also means that arguments have the potential to threaten the very foundation of a relationship.
AUSTRALIA/NEW ZEALAND
Absolutely verboten: Indigenous rights, this being a country that shares our sordid history as a colonizer (only it's a more fraught topic Down Under).
Radioactive: Don't bring up the settled-by-convicts thing. "It's old, not appreciated, and not entirely accurate," says Donna Thomas of New Zealand Travel.
Definitely not: Gay rights: Australia's closer to the United States than Europe on these issues, with a variety of opinions, and there is a federal ban against same-sex marriage.
Not a good idea: Don't inquire too deeply into personal wealth or money matters—on this, Australians can be surprisingly reserved.
Ill-advised: Confusing New Zealand with Australia. The differences are important to both, especially to Kiwis.
Talk away! Australian football; and the casual openness of its people.
CHINA
Absolutely verboten: The "three T's"—Tibet, Taiwan, and Tiananmen Square. These are rarely discussed and would be hard to bring up without sounding presumptuous about "internal" matters.
Radioactive: Relations between China and Japan. Never compare them; in fact, avoid saying anything too positive about Japan.
Definitely not: "How many children do you have?" With the one-child policy, the answer is either obvious or best kept on the down-low.
Not a good idea: Religious freedom or human rights, whether they apply to the Falun Gong or the Uighurs.
Ill-advised: The Cultural Revolution. The Chinese do discuss the period, but it's best to avoid asking someone what he or she was doing at the time; people could easily have been on either side of the campaign. Talk away! The success of the Olympics and the speed of development.
INDIA
Absolutely verboten: Pakistan's status versus that of India (aside from the border dispute, there is competition for aid and favor from the West—a balance of power that shifted after 9/11).
Radioactive: Ethnic riots and the partitions of the past. India jealously guards its status as a multiethnic democracy.
Definitely not: Inquiring whether a marriage was arranged—or simply assuming it was. There are gradations of how "arranged" a marriage is, and you might miss the subtleties.
Not a good idea: Joking about call centers or any of the results of outsourcing.
Ill-advised: Class hierarchies, economic inequality, or the caste system. Even innocently asking to help out a servant in the kitchen can lead to tension.
Talk away! Openness and diversity; the growing economy; and the fact that India is "the world's largest democracy."
JAPAN
Absolutely verboten: World War II and Japan's role in it, particularly the way it treated its neighbors.
Radioactive: Hiroshima and Nagasaki, a source not just of trauma but of shame. Many still hide the effects of radiation, and, even in those cities, the bomb is almost never discussed.
Definitely not: Treatment of certain outcast groups and minorities—and Japan's general lack of interest in accepting immigrants.
Not a good idea: Discussing religion in any great detail. Many Japanese practice Buddhism and/or Shinto, but they rarely talk about it, even with their families.
Ill-advised: Remarking on the fact that women seem to be serving men in so many situations. It's deeply ingrained, and you'll only cause a loss of face.
Talk away! All the ultramodern designs and conveniences; and the overall health of the people.
SOUTH KOREA
Absolutely verboten: The Korean War and World War II—there is very little hand-wringing or discussion of past (or even present) political strife.
Radioactive: Don't fixate on the similarities among the Chinese, Japanese, and Koreans. It violates not only political taboos (especially Japan's treatment of Korea during World War II) but the Korean notion of ethnic and cultural uniqueness.
Definitely not: Maligning the government. There's limited freedom of the press and not much of a tradition of political criticism.
Not a good idea: Asking where someone went to college. It happens to be an accurate (too accurate) indicator of social class.
Ill-advised: Assuming familiarity with someone who's older than you (by using his or her first name, for instance).
Talk away! Before getting down to business, it's not only polite but mandatory to inquire about someone's age, marital status, and number of children.
VIETNAM
Absolutely verboten: Bad-mouthing Ho Chi Minh: Even in the south, the Communist liberator is widely admired.
Radioactive: Saying the Vietnam War didn't go far enough, or that it was "lost." There is by no means even a private consensus that the country would have been better off had the United States won.
Definitely not: Comparing the Vietnamese, favorably or otherwise, to their counterparts among refugee communities stateside. Their worldviews are often vastly different.
Not a good idea: Asking about prostitution in Southeast Asia. There is much, much less here than in Thailand—something they'd very much like tourists to know.
Ill-advised: Asking too many personal questions. According to travel specialist Sandy Ferguson of Asia Desk, the Vietnamese a``` re relatively reticent compared with others on the peninsula.
Talk away! Vietnam's hard-fought independence and its (relatively) successful modernization since the seventies.
THAILAND
Absolutely verboten: Disparaging comments about the royal family—or even probing questions, like those of succession.
Radioactive: The recent coup against its not-very-popular elected leader. The situation is still tense and unstable, and thus politics are best avoided.
Definitely not: Prostitution as a local problem. Thais will discuss it but generally blame it on Western sex tourists.
Not a good idea: There is a significant Indian minority that arrived decades ago as guest workers, whom some "native" Thais tend to dismiss (Arab visitors are also a touchy subject).
Ill-advised: Buddhism is taken very seriously in Thailand. Do not disparage or make light of it—or purport to know all about it because you read a book or two.
Talk away! It's best to emphasize Thailand's relatively prosperous and democratic position in the region, despite recent setbacks.
MY THOUGHTS
it's getting apparent. the rule of thumbis to talk about things they are proud of.taboo subjects are topics that will demonstrate weakness or some thing that has brought shame.
by Boris Kachka | Published November 2009 | See more Condé Nast Traveler articles
http://www.concierge.com/cntraveler/articles/501931
ASIA AND THE PACIFIC
It's likely you won't find more diversity of political systems and social mores—to say nothing of complex colonial histories—than on the largest continent. Here you'll encounter rigid cultural rules in thriving democracies (like Japan) and no-go conversational zones mandated by law (China). The prevalence of the concept of "face" in East Asian cultures also means that arguments have the potential to threaten the very foundation of a relationship.
AUSTRALIA/NEW ZEALAND
Absolutely verboten: Indigenous rights, this being a country that shares our sordid history as a colonizer (only it's a more fraught topic Down Under).
Radioactive: Don't bring up the settled-by-convicts thing. "It's old, not appreciated, and not entirely accurate," says Donna Thomas of New Zealand Travel.
Definitely not: Gay rights: Australia's closer to the United States than Europe on these issues, with a variety of opinions, and there is a federal ban against same-sex marriage.
Not a good idea: Don't inquire too deeply into personal wealth or money matters—on this, Australians can be surprisingly reserved.
Ill-advised: Confusing New Zealand with Australia. The differences are important to both, especially to Kiwis.
Talk away! Australian football; and the casual openness of its people.
CHINA
Absolutely verboten: The "three T's"—Tibet, Taiwan, and Tiananmen Square. These are rarely discussed and would be hard to bring up without sounding presumptuous about "internal" matters.
Radioactive: Relations between China and Japan. Never compare them; in fact, avoid saying anything too positive about Japan.
Definitely not: "How many children do you have?" With the one-child policy, the answer is either obvious or best kept on the down-low.
Not a good idea: Religious freedom or human rights, whether they apply to the Falun Gong or the Uighurs.
Ill-advised: The Cultural Revolution. The Chinese do discuss the period, but it's best to avoid asking someone what he or she was doing at the time; people could easily have been on either side of the campaign. Talk away! The success of the Olympics and the speed of development.
INDIA
Absolutely verboten: Pakistan's status versus that of India (aside from the border dispute, there is competition for aid and favor from the West—a balance of power that shifted after 9/11).
Radioactive: Ethnic riots and the partitions of the past. India jealously guards its status as a multiethnic democracy.
Definitely not: Inquiring whether a marriage was arranged—or simply assuming it was. There are gradations of how "arranged" a marriage is, and you might miss the subtleties.
Not a good idea: Joking about call centers or any of the results of outsourcing.
Ill-advised: Class hierarchies, economic inequality, or the caste system. Even innocently asking to help out a servant in the kitchen can lead to tension.
Talk away! Openness and diversity; the growing economy; and the fact that India is "the world's largest democracy."
JAPAN
Absolutely verboten: World War II and Japan's role in it, particularly the way it treated its neighbors.
Radioactive: Hiroshima and Nagasaki, a source not just of trauma but of shame. Many still hide the effects of radiation, and, even in those cities, the bomb is almost never discussed.
Definitely not: Treatment of certain outcast groups and minorities—and Japan's general lack of interest in accepting immigrants.
Not a good idea: Discussing religion in any great detail. Many Japanese practice Buddhism and/or Shinto, but they rarely talk about it, even with their families.
Ill-advised: Remarking on the fact that women seem to be serving men in so many situations. It's deeply ingrained, and you'll only cause a loss of face.
Talk away! All the ultramodern designs and conveniences; and the overall health of the people.
SOUTH KOREA
Absolutely verboten: The Korean War and World War II—there is very little hand-wringing or discussion of past (or even present) political strife.
Radioactive: Don't fixate on the similarities among the Chinese, Japanese, and Koreans. It violates not only political taboos (especially Japan's treatment of Korea during World War II) but the Korean notion of ethnic and cultural uniqueness.
Definitely not: Maligning the government. There's limited freedom of the press and not much of a tradition of political criticism.
Not a good idea: Asking where someone went to college. It happens to be an accurate (too accurate) indicator of social class.
Ill-advised: Assuming familiarity with someone who's older than you (by using his or her first name, for instance).
Talk away! Before getting down to business, it's not only polite but mandatory to inquire about someone's age, marital status, and number of children.
VIETNAM
Absolutely verboten: Bad-mouthing Ho Chi Minh: Even in the south, the Communist liberator is widely admired.
Radioactive: Saying the Vietnam War didn't go far enough, or that it was "lost." There is by no means even a private consensus that the country would have been better off had the United States won.
Definitely not: Comparing the Vietnamese, favorably or otherwise, to their counterparts among refugee communities stateside. Their worldviews are often vastly different.
Not a good idea: Asking about prostitution in Southeast Asia. There is much, much less here than in Thailand—something they'd very much like tourists to know.
Ill-advised: Asking too many personal questions. According to travel specialist Sandy Ferguson of Asia Desk, the Vietnamese a``` re relatively reticent compared with others on the peninsula.
Talk away! Vietnam's hard-fought independence and its (relatively) successful modernization since the seventies.
THAILAND
Absolutely verboten: Disparaging comments about the royal family—or even probing questions, like those of succession.
Radioactive: The recent coup against its not-very-popular elected leader. The situation is still tense and unstable, and thus politics are best avoided.
Definitely not: Prostitution as a local problem. Thais will discuss it but generally blame it on Western sex tourists.
Not a good idea: There is a significant Indian minority that arrived decades ago as guest workers, whom some "native" Thais tend to dismiss (Arab visitors are also a touchy subject).
Ill-advised: Buddhism is taken very seriously in Thailand. Do not disparage or make light of it—or purport to know all about it because you read a book or two.
Talk away! It's best to emphasize Thailand's relatively prosperous and democratic position in the region, despite recent setbacks.
MY THOUGHTS
it's getting apparent. the rule of thumbis to talk about things they are proud of.taboo subjects are topics that will demonstrate weakness or some thing that has brought shame.
Etiquette 101: What NOT to say in the Americas
Etiquette 101: Smart Talk
by Boris Kachka | Published November 2009 | See more Condé Nast Traveler articles
http://www.concierge.com/cntraveler/articles/501931
THE AMERICAS
Several quirks of geography and economic development have shaped this hemisphere's sensitive areas (we shouldn't say "taboos"; compared with much of the world, it's a pretty easygoing place). Catholicism is more deeply rooted in some countries than in others, and very liberal nations (Brazil) coexist with others that consider themselves the peak of propriety (Chile). And then, of course, there is Latin America's proximity to the United States and the desire to demonstrate equal standing. Finally, in the case of Canada, there's the desire to prove itself a bit apart from the noisy neighbor who insists on dominating so much of the conversation.
ARGENGTINA
Absolutely verboten: The Dirty War and the "disappeared" of the 1970s, definitely still a deep trauma in the nation's psyche, are not to be referenced casually. Radioactive: The Peróns, whose legacy is much debated. You never know how an Argentine will feel about them.
Definitely not: The Falklands War may seem like an amusing '80s footnote, even to Brits—but certainly not to the nation that lost.
Not a good idea: The economic crises of the past several years, for which many hold the International Monetary Fund and American policies responsible.
Ill-advised: Lumping Argentina in with all of Latin America (many Argentines believe that they stand apart from the rest of the continent).
Talk away! Argentina as unique within the continent; its prosperous past (if not present). And most middle-class people have therapists and love to talk about them.
CANADA
Absolutely verboten: Impugning Canada's national health-care system. Canadians are fiercely proud of it. In a television contest, viewers voted the founder of the system the greatest Canadian hero.
Radioactive: Remarking how similar Canada is to the United States can be tantamount to calling it the fifty-first state.
Definitely not: Any reliance on a few stereotypes (e.g., making fun of how they say, "Eh?") may unearth the sarcasm beneath their (stereotypical) politeness.
Not a good idea: Be careful in discussing Toronto and how wonderful it is; many regional Canadians, especially out west, don't like it.
Ill-advised: Don't mistake politeness for the casual oversharing so common in the United States. Canadians, like Europeans, will bristle if you get too personal too fast.
Talk away! Hockey—they really do love it as much as we think they do. The runner-up in the Canadian-hero contest was a hockey coach turned sportscaster.
BRAZIL
Absolutely verboten: Dwelling on money, whether fussing over how to split the check ("People will think you're greedy," says Brazilian-American Paulo Padilha) or asking what someone does for a living.
Radioactive: Bringing up the level of violence or constantly asking if it's safe to go out. There surely are many problems, but it's not something to harp on.
Definitely not: Padilha cites the rule, "No politics or football at the dinner table." As a foreigner, you can bring up soccer—politics, not so much.
Not a good idea: Making light of Catholicism: Brazil may be a fairly liberal country, but even an urban sophisticate may be a deeply devout Catholic—no Vatican jokes, please.
Ill-advised: Commenting crudely on women, which can get you into hot water as a gringo.
Talk away! Music is universally beloved, so praising Brazilian song, or even asking if your acquaintance can recommend an artist, is always a good idea.
CHILE
Absolutely verboten: The dictatorships of either Augusto Pinochet (on the right) or Salvador Allende (on the left), about whom opinions are passionate and vary widely.
Radioactive: How great a time you had in Argentina. Chileans can be a bit touchy about their internationally acclaimed neighbor to the east Definitely not: And their other neighbors—Peru and Bolivia—with whom they had territorial clashes in the nineteenth century.
Not a good idea: Sex or toilet humor, without prompting—despite its modern gloss, Chile is one of the more conservative countries in Latin America.
Ill-advised: Pisco as a Peruvian drink. Though it really is, the Chileans consider the liqueur to be a source of native pride.
Talk away! Chile's rolling hills; its wineries; and the cleanliness and modernity of Santiago.
MEXICO
Absolutely verboten: Crime and corruption: It's sure to be a topic of discussion, but it's not something you should bring up in a cavalier way.
Radioactive: As in Spain, bullfighting is a matter of cultural pride, so stumping for animal rights may not win you many friends.
Definitely not: Immigration is a fact of life, but the United States' wonderpolicy on illegals is a sore point—and sometimes a humiliating one.
Not a good idea: Mexico is still a strongly Catholic country, which means religious and social questions are best approached delicately, particularly in rural areas.
Ill-advised: In general, getting down to business before coffee, even during a quick business lunch, is considered rude.
Talk away! Always talk about marriage or family. Knowledge of Mexico's cultural heritage and food (not Tex-Mex) will go a long way, as will familiarity with such family rites as the quinceañera.
MY THOUGHTS
some cultures can really be sensitive. i wonder if we appear the sameto others?
by Boris Kachka | Published November 2009 | See more Condé Nast Traveler articles
http://www.concierge.com/cntraveler/articles/501931
THE AMERICAS
Several quirks of geography and economic development have shaped this hemisphere's sensitive areas (we shouldn't say "taboos"; compared with much of the world, it's a pretty easygoing place). Catholicism is more deeply rooted in some countries than in others, and very liberal nations (Brazil) coexist with others that consider themselves the peak of propriety (Chile). And then, of course, there is Latin America's proximity to the United States and the desire to demonstrate equal standing. Finally, in the case of Canada, there's the desire to prove itself a bit apart from the noisy neighbor who insists on dominating so much of the conversation.
ARGENGTINA
Absolutely verboten: The Dirty War and the "disappeared" of the 1970s, definitely still a deep trauma in the nation's psyche, are not to be referenced casually. Radioactive: The Peróns, whose legacy is much debated. You never know how an Argentine will feel about them.
Definitely not: The Falklands War may seem like an amusing '80s footnote, even to Brits—but certainly not to the nation that lost.
Not a good idea: The economic crises of the past several years, for which many hold the International Monetary Fund and American policies responsible.
Ill-advised: Lumping Argentina in with all of Latin America (many Argentines believe that they stand apart from the rest of the continent).
Talk away! Argentina as unique within the continent; its prosperous past (if not present). And most middle-class people have therapists and love to talk about them.
CANADA
Absolutely verboten: Impugning Canada's national health-care system. Canadians are fiercely proud of it. In a television contest, viewers voted the founder of the system the greatest Canadian hero.
Radioactive: Remarking how similar Canada is to the United States can be tantamount to calling it the fifty-first state.
Definitely not: Any reliance on a few stereotypes (e.g., making fun of how they say, "Eh?") may unearth the sarcasm beneath their (stereotypical) politeness.
Not a good idea: Be careful in discussing Toronto and how wonderful it is; many regional Canadians, especially out west, don't like it.
Ill-advised: Don't mistake politeness for the casual oversharing so common in the United States. Canadians, like Europeans, will bristle if you get too personal too fast.
Talk away! Hockey—they really do love it as much as we think they do. The runner-up in the Canadian-hero contest was a hockey coach turned sportscaster.
BRAZIL
Absolutely verboten: Dwelling on money, whether fussing over how to split the check ("People will think you're greedy," says Brazilian-American Paulo Padilha) or asking what someone does for a living.
Radioactive: Bringing up the level of violence or constantly asking if it's safe to go out. There surely are many problems, but it's not something to harp on.
Definitely not: Padilha cites the rule, "No politics or football at the dinner table." As a foreigner, you can bring up soccer—politics, not so much.
Not a good idea: Making light of Catholicism: Brazil may be a fairly liberal country, but even an urban sophisticate may be a deeply devout Catholic—no Vatican jokes, please.
Ill-advised: Commenting crudely on women, which can get you into hot water as a gringo.
Talk away! Music is universally beloved, so praising Brazilian song, or even asking if your acquaintance can recommend an artist, is always a good idea.
CHILE
Absolutely verboten: The dictatorships of either Augusto Pinochet (on the right) or Salvador Allende (on the left), about whom opinions are passionate and vary widely.
Radioactive: How great a time you had in Argentina. Chileans can be a bit touchy about their internationally acclaimed neighbor to the east Definitely not: And their other neighbors—Peru and Bolivia—with whom they had territorial clashes in the nineteenth century.
Not a good idea: Sex or toilet humor, without prompting—despite its modern gloss, Chile is one of the more conservative countries in Latin America.
Ill-advised: Pisco as a Peruvian drink. Though it really is, the Chileans consider the liqueur to be a source of native pride.
Talk away! Chile's rolling hills; its wineries; and the cleanliness and modernity of Santiago.
MEXICO
Absolutely verboten: Crime and corruption: It's sure to be a topic of discussion, but it's not something you should bring up in a cavalier way.
Radioactive: As in Spain, bullfighting is a matter of cultural pride, so stumping for animal rights may not win you many friends.
Definitely not: Immigration is a fact of life, but the United States' wonderpolicy on illegals is a sore point—and sometimes a humiliating one.
Not a good idea: Mexico is still a strongly Catholic country, which means religious and social questions are best approached delicately, particularly in rural areas.
Ill-advised: In general, getting down to business before coffee, even during a quick business lunch, is considered rude.
Talk away! Always talk about marriage or family. Knowledge of Mexico's cultural heritage and food (not Tex-Mex) will go a long way, as will familiarity with such family rites as the quinceañera.
MY THOUGHTS
some cultures can really be sensitive. i wonder if we appear the sameto others?
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