Toysport

Archive for November, 2011

Brighton, located in southern England, is considered to be a very fashionable and exciting town to visit or live in for that matter. It is a sea side resort town, which means one can expect all of the sights and sounds associated with seaside towns. Because of its geographic proximity to London, (only 3 hours by train from London) Brighton has become a favourite place for yuppies and alternative lifestyle communities to “hang out”. The numbers says it all; Brighton is visited by nearly 9 million tourists each year! What more proof does one need of the roaring popularity of this once humble seaside town!

As far as sights and sounds go, Brighton has it all. Sizzling beaches frequented by even more sizzling people, beautiful bluish-green sea water, great night life with plenty of music and entertainment, plenty of life and gaiety, wherever you look, one gets the picture! In fact, some travel magazines even go as far as describing Brighton as a miniature version of Las Vegas! Need one say more? In short Brighton has grown to easily become one of the hippest towns in all of UK, if not all of Europe! Each day thousands day time visitors and sunbathers throng to this city.

A bit of history

Like many coastal villages of Europe, Brighton was just another fishing village, dating back to the Middle Ages. Being a coastal town it also meant that it was vulnerable to foreign attacks. Many cultures, from the Saxons to the Dutch, have left their foot prints on this town. By the late 19th century the final blow was struck when bad weather and worse economy all but destroyed this small town. However, a few decades later the fortunes of Brighton turned for the better when a well known doctor named Richard Russell, wrote in one of his books stating that taking a bath in the sea water of Brighton was good for one’s health! Ever since, Brighton has never had to look back, and the popularity of this town grew exponentially, which continues to this day.

However, Brighton is not all about lively parties and nightlife. It is true that there enough pubs to make even the most discerning traveller happy, but some of the hotels in Brighton are also amazing. Not only that, the presence of several colleges ensures that the pub scene remains very lively and interesting. On the other hand there are other activities available also such as shopping and sightseeing. In fact, the shopping scene in Brighton is capable of keeping the most hardcore shopaholic busy all day. The 3 most popular shopping areas are North Lanes, Churchill Square and The Lanes. Each of these locations has its own distinct characteristics. North Lane has all the quirky stores where you can find unusual objects, Churchill square has all the familiar store names and is frequented more by families, Lanes is the place to go to if one is into jewellery and antiques.

Delivering bad news, whether communicating up, down, or across the organization, is a difficult task. Two questions often come to mind on this dilemma:

(1) How to structure the bad news message and

(2) How to communicate the bad news.

How to Structure the Bad News Message

Answer the tough questions up front. The best way to structure a bad news message is to answer the tough questions up front. For example, if a manager must announce layoffs, he should answer his employees’ specific questions first rather than beat around the bush. The employees’ questions will likely be: How does this affect me? What is my severance package? When will this take place?

Be direct. Be honest, but be sensitive. Avoid language that attempts to evade responsibility or obscure the issue. In addition, speak in the active voice to show that you accept accountability. For example: “I have reviewed your request for a marketing assistant, but unfortunately I can’t squeeze any more out of the budget this year.”

Use clear language. Too often, unclear statements result in misunderstandings and misinterpretations. Rehearse what you need to say beforehand to prevent making any misleading or vague statements. Use straightforward sentences and language to convey the bad news.

Focus on what can be done. In the midst of a crisis, we often react negatively to the things we cannot control. Or we express what cannot be done. In a bad-news message, focus on the positive, on what can be done. For example, if talking with a customer about a delayed shipment, replace the negative language, “We cannot possibly fill your order by June 19,” with positive language, “We will be able to fill your order by June 30.”

How to Deliver the Bad News Message

Avoid e-mail. If you’ve ever opened an e-mail containing bad news, you may have sensed a lack of respect and empathy, if not blatant passive-aggression. No doubt, e-mail is a highly impersonal method of communicating bad news. Most people can better interpret and accept the bad news message when it is delivered in person.

Use one-to-one dialogue. Face-to-face communication allows for gestures and body language to help in conveying the tone and genuine expression of regret and concern. It also allows for interaction and feedback, and possibly greater acceptance of the bad news. If face-to-face interaction is not available, use the phone. Since the person you are talking to cannot read your body language or see your facial expressions, it is critical that you keep your voice energetic and your tone positive.

Listen. The recipients of the bad news will likely have questions and concerns. Show them that you understand their feelings by focusing on what they’re saying. Take notes, ask clarifying questions, and paraphrase their concerns. For example, say, “I hear you. I know this isn’t easy to accept.”

Be calm and composed. Pay close attention to your behavior and attitude when under stress. It is easy to become consumed with the reactions of others and resort to defensive behaviors. Maintain control and self-monitor your feelings, words, tone of voice, and body language.