Preparing for difficult conversations in a virtual world
Informing an employee(s) of their impending layoff or furlough is a difficult conversation under normal circumstances. Delivering this news virtually amidst the COVID-19 pandemic will be more difficult. Even through a streaming video platform, you will not be able to convey compassion and read a recipient’s non-verbal cues as you would if you were sitting together. Doing this well will require a different preparation.
Your goal: ensure the individual understands what is happening, what will happen next, and feels respected.
Your preparation:
- Take the time to fully understand the organization’s communication and process requirements.
- Determine who will be in the meeting. Often HR and/or a senior manager are present.
- Schedule the meeting when you have the time you need. Do not rush it. If possible, it is recommended that a video streaming platform be used. This will better enable you to communicate with compassion and understand how the person receives the news.
- Be knowledgeable about any documents to be shared with the employee.
- Plan what you are going to say. Practice delivering the basic messages so they feel familiar. Think about a direct way to open the meeting (this is not a time for small talk).
- Anticipate questions an employee may ask about the process. Talk with senior management and/or HR about appropriate responses, as the answers may have legal implications.
- If you are using a video streaming platform, get comfortable with all the controls and settings.
- Prepare yourself to direct someone through the setup or login process if they are unfamiliar or uncomfortable with the platform.
- If you have not had experience delivering messages like this before, set up a virtual meeting with your HR representative, a senior manager or a peer manager to practice delivering the key messages and to make sure you have command of the video platform controls.
In the Notification Meeting:
- Greet the person and confirm they can hear and see you. If their camera or mic is not on, help them to activate those.
- Before you get started, ask if they are in a place where they can talk confidentially. Remember, this is a very private matter and you can not see or control the environment they are in. Allow them time to move to a private spot if necessary.
- Open by getting to the purpose of the meeting. Deliver the news succinctly. Do not begin the conversation with comments on the weather, current events, or the latest headline.
- Be empathetic - listen, remain calm and acknowledge the employee’s feelings. It is appropriate to say, “I see you are (surprised, sad, frustrated, etc.), and I understand that.”
- Stop to ensure the employee has clarity. Frequently ask if they have questions. Allow them time to think and respond.
- Keep the conversation on track. Once you have understanding from the recipient, move to the next message or piece of information.
- Avoid saying things like, “Everything happens for the best.” Or, “Look at all the things you will be able to do around the house.”
- Do not engage in a debate about why and how a decision was made.
- If you detect an employee is tearful, angry or distressed, encourage them to contact CompEAP or offer to have a CompEAP counselor reach out to them directly (ask for the best contact information).
Ending the Meeting:
- Acknowledge the information is a lot to absorb.
- Provide a list of resources available to the employee.
- End on a supportive tone and convey that you care. Reinforce the benefits available to help them through this period. State that your EAP program will be made available to them until (named dated ) and include resources such as:
- Counseling support to help with resilience during a career transition
- Career coaching to help with resumes, networking and interviewing skills
- Financial counseling to address budgeting, credit and debt issues
Conversations such as these are not easy for anyone. Please remember you are not alone.
