Nobody likes to be the bearer of bad news; however, it is essential that it’s done if a business is to operate effectively. Here are some tips on how best to approach these situations.

We’ve all heard the saying “no news is good news” but often, particularly at times of uncertainty when you know change is brewing, this is not the case. In fact, not only is no news not good news, frequently, it is even WORSE than bad news, because it adds to uncertainty and anxiety.

The way you used empathy to help that customer de-escalate was really impressive. Despite it being stressful today, you took the time to listen and build rapport, while also maintaining boundaries about how they could speak to you. Well done. That’s exactly the sort of customer service I want to see.

But at a time when the pace of change and rate of uncertainty seems to be accelerating worldwide, the need for leaders to develop their EQ – short for emotional quotient – has never been more important.