Managing Expectations and Delivering Bad News
Objectives
- Deliver unfavourable news professionally
- Explain risks and timelines
- Offer alternatives
Explanation
When delivering bad news: prepare the client ('I'm afraid I don't have good news'), state it clearly, explain why, and move to alternatives. Be realistic about timelines: Costa Rican courts can take years in some matters. Use 'unfortunately', 'realistically' and 'the best option now is…'.
unfortunately
Used to introduce bad news.
“Unfortunately, the claim was rejected.”
realistically
In a practical way, considering the facts.
“Realistically, this may take two years.”
risk
The possibility of a negative result.
“There is a risk of losing the deposit.”
timeline
The expected schedule of events.
“Let me explain the timeline.”
alternative
Another possible option.
“Mediation is a good alternative.”
Flashcards
Match terms and definitions
unfortunately
realistically
risk
timeline
alternative
Complete the sentences
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