You can feel the tension in the room. A policy change has landed poorly. Team morale is low. And you’re the one tasked with crafting the bad news alert.
Writing difficult messages is part of the job for senior leaders, HR professionals and internal comms teams.
But doing it well? That takes skill. And tact.
In high-pressure workplaces, where every word matters, the way we deliver complex or challenging news can either build trust – or fracture it.
That’s why learning how to deliver tough messages with kindness and clarity is critical.
Here are seven tips to help you get the balance right.
1. Break the ice, gently
When people read a difficult message, you don’t want to catch them off guard.
Yet sugar-coated introductions will confuse readers or delay the inevitable. This only makes the news that follows even harder to process. And erodes hard-earned trust.
You might think you’re softening the blow. But leading with vague corporate language like ‘adjustments to our workforce model’ or ‘realignment of priorities’ builds anxiety – and undermines clarity. It can also come across as evasive or even patronising.
Instead, open with honesty. Acknowledge your audience’s emotion and signal early what the message is about. That doesn’t mean being harsh. It means being human.
Lili’s quick win: Use phrases like, ‘We know this will be disappointing,’ or ‘This is a difficult update to share.’ You don’t need to apologise for the decision. But you do need to acknowledge it – and its impact.
2. Give the FULL picture, NOT the PR spin
It’s tempting to focus only on the upside of change. But savvy professionals can spot spin – and when they do, trust takes a hit.
Remember: Workplace trust is built on transparency. When employees feel information has been sugar-coated? It undermines your leadership credibility.
This matters when explaining the ‘why’ behind a decision. If the message is missing key facts or motivations, your people will fill in the blanks with wild speculation. And that’s how false narratives take hold – and corrode culture.
Lili’s quick win: Be honest about what you can share. And if there are things you can’t share? Say that too, briefly and clearly. Then explain what led to the decision, who was involved and what the next steps are.
3. Map the message with structure and signposts
Tough messages often come with tight time pressure. There’s urgency, emotion – and a real risk of rushing it. So when people are busy or bracing for bad news, structure becomes your secret weapon.
Without a clear flow, your message may get lost – or worse, misunderstood. And unfortunately, you don’t always get a second chance to clarify.
You need to guide readers through complex or sensitive information in a way that respects their time and their headspace. Clear headings, bullet points and summaries help surface what matters most – fast.
Lili’s quick win: Start with a concise summary. Then break the message into digestible chunks. The clearer the structure, the faster it lands – and the fewer follow-up emails you’ll need to send.
4. Use plain English language, not corporate speak
When the stakes are high, it’s tempting to retreat into formality.
But stiff, robotic language creates distance and confusion. It makes your message more complicated to understand and harder to relate to.
Phrases like ‘due to operational constraints’ or ‘in light of shifting organisational needs’ might sound safe, but they put up walls between you and your reader. And in moments that call for humanity, that’s the last thing your team needs.
Plain English language builds trust and helps people feel respected.
Lili’s quick win: Write how you would speak if you were delivering the message face-to-face. Avoid buzzwords. Choose direct verbs and familiar language. Be respectful and real.
5. Avoid the temptation to over-explain
Sometimes, in a bid to sound fair or thorough, we drown the message in context. Yet long explanations, disclaimers or defensive language will muddy your point.
Over-explaining can also come across as insincerely justifying the decision or distancing yourself from it. Neither builds confidence in your leadership.
Less is often more. Say what needs to be said, offer context and trust your reader to handle the rest.
Lili’s quick win: After drafting your message, re-read it with a critical eye. Cut any repetition, fluff or qualifying language. Say what needs to be said with clarity and humanity. No more. No less.
6. Leave room for feedback and responses
When your team receives bad news, their first reaction isn’t always logical. Often, it’s emotional. If your communication doesn’t acknowledge that shared humanity, you’ll come across as cold or controlling.
Ensuring people feel seen helps them feel supported, even if they disagree with the decision. (It might not make the message easier to hear, but it could make it easier to accept.)
And once the message is delivered? The conversation isn’t over. The best communicators anticipate responses – and create space for staff to share questions, feedback or concerns.
Lili’s quick win: Include lines like, ‘We understand this may raise questions,’ or ‘If you need to talk, here’s where to go’. Provide contact points, FAQs and next steps. When appropriate, open the door for ongoing conversations.
7. Polish, polish and polish
It’s unlikely that you’ll nail a difficult message on the first draft. And even the most experienced leaders benefit from having a second set of eyes.
Because poor communications are rarely malicious. They’re usually the result of rushed timelines, unclear ownership or fear of getting it wrong.
While effective communications? They’re built on preparation, thoughtful review and a willingness to seek feedback.
Whether it’s reading your email aloud or pressure-testing a memo with a peer, delivering difficult messages – with deft – is a skill that gets stronger with practice.
Lili’s quick win: Set up a review process. Develop writing guides to maintain consistent tone and clarity. And invest in team training that builds skills across the board.
With the right mindset, structure and tone, your people can learn to write clearly, kindly and confidently. Even when the message is hard to hear.
Want to strengthen those skills in your HR, internal comms or leadership teams? Explore our tailored in-house Business Writing Essentials course.