There’s been a couple of times this year when we have had to prepare a communication plan for two very unfortunate situations. One was the shock passing of a client’s team member. The other was managing customer expectations for a hospitality venue as they prepared to switch from allowing everyone in the community in, to only being able to allow vaccinated community members in as part of the COVID Roadmap to Recovery in NSW.

When emotions are running high about a topic, it is so important that you approach your communications with empathy, clarity, and confidence.

In this episode, I run through four things that you can do to ensure that your communications around a difficult message manage to deliver the news professionally and empathetically.


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