The vital ingredient in communication
I found myself wondering why the personal letters sent by the Prime Minster to those affected by the recent smear scandal landed so badly. Much of what he did was right. He used a very personal channel (handwritten letters) to communicate his messages. He acted swiftly. The letters were short and clear. He showed that he had taken action. So what was missing?
In delivering ‘high concern’ messages, it is vital to start off with a demonstration of empathy. This doesn’t mean an apology necessarily. Rather it means putting yourself in the recipient’s shoes and acknowledging their emotions.
So, one extra sentence