The incident at Better.com, where more than 900 employees were laid off over a three-minute Zoom call, brought this sensitive issue to the forefront and attracted huge amounts of criticism.

It is important to understand that there can never be a perfect way to deliver unsettling news, but the objective is to handle the situation with utmost empathy and clarity.

Here are a few guidelines on how PR and HR managers can handle difficult conversations in a remote working environment.

Be Prepared

When sending a calendar invite to the person you are giving bad news to, ensure that privacy settings are checked, especially if you have a shared calendar. Use a neutral title in the invite.

Select a private space for the conversation and ask the person at the other end of the line to do the same. Also ensure the connectivity is smooth, so the call can happen seamlessly – as disruptions and lags can lead to miscommunication.

Seek support from HR if you are not confident in handling the conversation on your own, because it is better to have someone from the HR team support you in such cases.

Before starting the meeting, be extremely well-versed in the reasons for the unfortunate announcement you’re about to make.

Keep your camera on and maintain eye contact

Having a difficult conversation is particularly challenging when neither party can see each other. So – when operating remotely – at least use a video call, rather than the telephone.

Ensure the other person can see you clearly. Being able to clearly decipher facial expressions and gestures reduces the possibilities of miscommunication and helps both parties know how the other is feeling.

Follow a structure but not a script

It is always advisable to follow a plan when handling difficult conversations, so write out your key points before starting.

Managers often make the mistake of following a script while communicating a difficult decision. Such conversations turn out mechanical and remove the human element from the conversation.

Give your full attention to the other person and let them feel that you are involved in the conversation. It is very important for them to feel the call is not a mere formality.

Control your emotions. There may be occasions when you have to deliver a piece of unfortunate information to a close friend or colleague. However, it is important to stay composed and express support, rather than get upset.

Communicate clearly

The worst thing to do during a conversation of this type is to beat around the bush. Once you have delivered the bad news to the other person, it is very important to let them know the factors that led to the decision.

After you have communicated the news, encourage the other person to speak but do not force them. Let them process the information. Often people have a surge of emotions after receiving a piece of disturbing information, so give them a chance to express themselves.

Listen patiently and with empathy. Let them know you understand what they must be feeling and answer their questions in as much detail as possible.

Support and advise

Once the initial surge of emotions subside, let them know what support and advice is available.

If they’re being made redundant, remind them of their strengths and the positive qualities they possess. It is important that their self-confidence is not overly affected.

Offer to advise them on the way forward and assure them that they can reach out to you if they need any extra support.

Additional support post off-boarding goes a long way to help the affected individual and boosts the employer’s brand.

Summarise

It is important to summarise the conversation at the end of the call, to ensure there is no room for misunderstandings.

Follow up with a written summary of the call and ask them to acknowledge it.

If possible, connect with them after two days of their offboarding as a check-in call and remind them of any support you offered during the call.

Curzon PR is a London-based PR firm working with clients globally. If you have any questions, please feel free to contact our Business Development Team [email protected]