The term “breaking news” refers to a story that’s currently developing, such as a plane crash or building fire. It’s a fast-moving story that’s likely to change quickly, which makes it difficult to report accurately.
Similarly, when you’re working with customers, you may have to break bad news: contracts fall through, inspections or appraisals come back with unwelcome results, or a buyer backs out of a deal. You need to be able to communicate these challenges honestly and respectfully—without destroying customer confidence and loyalty.
Breaking news is often based on eyewitness accounts, but those can be misleading. For instance, in the aftermath of the shooting of Gabrielle Giffords, some media outlets reported that she had died based on information from eyewitnesses, even though it wasn’t true. As a reporter, you must always verify with authorities the latest information on a breaking story.
Breaking bad news to patients is one of the most challenging responsibilities that any nurse, healthcare professional or businessperson must face. In fact, communication problems with patients—and not medical negligence—are the most common cause of health care litigation. Fortunately, the techniques for delivering unpleasant revelations can be learned and practiced to avoid causing unnecessary distress. Follow these 9 practical tips for delivering bad news to others.