Avionics News February 2013 - 55

There’s no good way to break bad news,
but SPIKES helps you sensitively and
successfully accomplish what needs to be
done, and it beats the alternative.

you’re going to say – including the
tone and points you want to make
– and identify the outcome you
expect.
Determine the appropriate time.
Most likely, this is as soon as possible so receivers don’t feel like
they have been kept in the dark.
If possible and practical, early
mornings are exponentially better
than late afternoons – particularly
Friday afternoons – for a couple of
reasons. First, you want to be available to answer the inevitable questions; second, afternoons will just
ruin their evenings or weekends.
Block time on your schedule for
both delivery and fallout, and hold
your calls.
Next, decide where you’ll do it.
In the case of news that affects a
group, speak to them all at once
to ensure everyone hears the same
message. If the bad news involves
a single employee, find someplace
where he or she is most comfortable; arrange some privacy, have
some tissues handy, sit next to the
person instead of across a desk, and
make connection, either with eye

contact or by touching the person’s
arm, if appropriate.
If it’s a customer, break the news
in person or, if absolutely necessary, by telephone. Don’t do it via
voicemail or email; if you can’t get
in touch with them, leave a message that you have an important
update and ask for a return call
right away.

P = Perception

Assess your receiver’s understanding of the state of your business, the individual’s work performance or the status of a repair or
installation. Before you tell, ask
open-ended questions to gain a reasonably accurate picture of how he
or she perceives the situation.
Hopefully, you regularly communicate with employees and customers, so chances are the receiver
already suspects something is
amiss. In the case of employees,
this step allows you to correct misinformation and tailor the message,
such as a negative performance
review, in a way he or she understands. Defuse any denial, wishful

thinking or unrealistic expectations
he or she may foster.
Likewise, with customers, you
have probably already informed
the owner of an older aircraft of
potential complications that could
delay or expand the scope of work.
Indeed, this should be in the bid
or contract, along with how your
shop deals with jobs that don’t go
as planned. By explaining these
realities early, you keep predictable problems from looking like
excuses. This discussion should not
contain information that’s a complete surprise, just an unfortunate
confirmation.

I = Invitation

Obtain permission to break the
news. Often, this comes as a question to you – for clarification of
rumors, status updates or simply
an expressed desire to cut to the
chase. In this case, breaking the
news comes easier. Of course,
some receivers don’t want to know
the gory details; they just want to
Continued on following page

avionics news

•

february

2013

55



Table of Contents for the Digital Edition of Avionics News February 2013

Point of Communication
AEA Now
The View From Washington
International News and Regulatory Updates
Portable Powerhouses, VHF to GPS
Member Profile
Wires, Cables, & Connectors
Avionics News Through the Years
The Place To Be
A Conversation With...
Member Profile
AEAviators
Develop Your Best Salesperson
Business Basics
Trailblazer
What's New
Marketplace Classifieds
Before & After
Avionics News February 2013 - Intro
Avionics News February 2013 - Cover1
Avionics News February 2013 - Cover2
Avionics News February 2013 - 1
Avionics News February 2013 - 2
Avionics News February 2013 - 3
Avionics News February 2013 - Point of Communication
Avionics News February 2013 - 5
Avionics News February 2013 - AEA Now
Avionics News February 2013 - 7
Avionics News February 2013 - 8
Avionics News February 2013 - 9
Avionics News February 2013 - 10
Avionics News February 2013 - 11
Avionics News February 2013 - 12
Avionics News February 2013 - 13
Avionics News February 2013 - The View From Washington
Avionics News February 2013 - 15
Avionics News February 2013 - International News and Regulatory Updates
Avionics News February 2013 - 17
Avionics News February 2013 - 18
Avionics News February 2013 - 19
Avionics News February 2013 - Portable Powerhouses, VHF to GPS
Avionics News February 2013 - 21
Avionics News February 2013 - 22
Avionics News February 2013 - 23
Avionics News February 2013 - Member Profile
Avionics News February 2013 - 25
Avionics News February 2013 - 26
Avionics News February 2013 - 27
Avionics News February 2013 - Wires, Cables, & Connectors
Avionics News February 2013 - 29
Avionics News February 2013 - 30
Avionics News February 2013 - 31
Avionics News February 2013 - 32
Avionics News February 2013 - 33
Avionics News February 2013 - Avionics News Through the Years
Avionics News February 2013 - 35
Avionics News February 2013 - The Place To Be
Avionics News February 2013 - 37
Avionics News February 2013 - 38
Avionics News February 2013 - 39
Avionics News February 2013 - 40
Avionics News February 2013 - 41
Avionics News February 2013 - A Conversation With...
Avionics News February 2013 - 43
Avionics News February 2013 - Member Profile
Avionics News February 2013 - 45
Avionics News February 2013 - 46
Avionics News February 2013 - 47
Avionics News February 2013 - AEAviators
Avionics News February 2013 - 49
Avionics News February 2013 - Develop Your Best Salesperson
Avionics News February 2013 - 51
Avionics News February 2013 - 52
Avionics News February 2013 - 53
Avionics News February 2013 - Business Basics
Avionics News February 2013 - 55
Avionics News February 2013 - 56
Avionics News February 2013 - 57
Avionics News February 2013 - Trailblazer
Avionics News February 2013 - 59
Avionics News February 2013 - 60
Avionics News February 2013 - 61
Avionics News February 2013 - 62
Avionics News February 2013 - 63
Avionics News February 2013 - 64
Avionics News February 2013 - 65
Avionics News February 2013 - What's New
Avionics News February 2013 - 67
Avionics News February 2013 - 68
Avionics News February 2013 - 69
Avionics News February 2013 - Marketplace Classifieds
Avionics News February 2013 - 71
Avionics News February 2013 - Before & After
Avionics News February 2013 - Cover3
Avionics News February 2013 - Cover4
http://www.brightcopy.net/allen/avne/56-10
http://www.brightcopy.net/allen/avne/56-9
http://www.brightcopy.net/allen/avne/56-8
http://www.brightcopy.net/allen/avne/56-7
http://www.brightcopy.net/allen/avne/56-6
http://www.brightcopy.net/allen/avne/56-5
http://www.brightcopy.net/allen/avne/56-4
http://www.brightcopy.net/allen/avne/56-3
http://www.brightcopy.net/allen/avne/56-2
http://www.brightcopy.net/allen/avne/56-1
http://www.brightcopy.net/allen/avne/55-12
http://www.brightcopy.net/allen/avne/55-11
http://www.brightcopy.net/allen/avne/55-10
http://www.brightcopy.net/allen/avne/55-9
http://www.brightcopy.net/allen/avne/55-8
http://www.brightcopy.net/allen/avne/55-7
http://www.brightcopy.net/allen/avne/55-6
http://www.brightcopy.net/allen/avne/55-5
http://www.brightcopy.net/allen/avne/55-4
http://www.brightcopy.net/allen/avne/55-3
http://www.brightcopy.net/allen/avne/55-02
http://www.brightcopy.net/allen/avne/55-01
http://www.brightcopy.net/allen/avne/54-12
http://www.brightcopy.net/allen/avne/54-11
http://www.brightcopy.net/allen/avne/54-10
http://www.brightcopy.net/allen/avne/54-9
http://www.brightcopy.net/allen/avne/54-8
http://www.brightcopy.net/allen/avne/54-7
http://www.brightcopy.net/allen/avne/54-6
http://www.brightcopy.net/allen/avne/54-5
http://www.brightcopy.net/allen/avne/54-4
http://www.brightcopy.net/allen/avne/54-3
http://www.brightcopy.net/allen/avne/54-2
http://www.brightcopy.net/allen/avne/54-1
http://www.brightcopy.net/allen/avne/53-12
http://www.brightcopy.net/allen/avne/53-11
http://www.brightcopy.net/allen/avne/53-10
http://www.brightcopy.net/allen/avne/53-9
http://www.brightcopy.net/allen/avne/53-8
http://www.brightcopy.net/allen/avne/53-7
http://www.brightcopy.net/allen/avne/53-6
http://www.brightcopy.net/allen/avne/53-5
http://www.brightcopy.net/allen/avne/53-4
http://www.brightcopy.net/allen/avne/53-3
http://www.brightcopy.net/allen/avne/53-2
http://www.brightcopy.net/allen/avne/53-1
http://www.brightcopy.net/allen/avne/52-12
http://www.brightcopy.net/allen/avne/52-11
http://www.brightcopy.net/allen/avne/52-10
http://www.brightcopy.net/allen/avne/52-9
http://www.brightcopy.net/allen/avne/52-8
http://www.nxtbook.com/allen/avne/52-7
http://www.nxtbook.com/allen/avne/52-6
http://www.nxtbook.com/allen/avne/52-5
http://www.nxtbook.com/allen/avne/52-4
http://www.nxtbook.com/allen/avne/52-3
http://www.nxtbook.com/allen/avne/52-2
http://www.nxtbook.com/allen/avne/52-1
http://www.nxtbook.com/allen/avne/51-12
http://www.nxtbook.com/allen/avne/51-11
http://www.nxtbook.com/allen/avne/51-10
http://www.nxtbook.com/allen/avne/51-9
http://www.nxtbook.com/allen/avne/51-8
http://www.nxtbook.com/allen/avne/51-7
http://www.nxtbook.com/allen/avne/51-6
http://www.nxtbook.com/allen/avne/51-5
http://www.nxtbook.com/allen/avne/51-4
http://www.nxtbook.com/allen/avne/51-3
http://www.nxtbook.com/allen/avne/51-2
http://www.nxtbook.com/allen/avne/51-1
http://www.nxtbook.com/allen/avne/50-12
http://www.nxtbook.com/allen/avne/50-11
http://www.nxtbook.com/allen/avne/50-10
http://www.nxtbook.com/allen/avne/50-9
http://www.nxtbook.com/allen/avne/50-8
http://www.nxtbook.com/allen/avne/50-7
http://www.nxtbook.com/allen/avne/50-6
http://www.nxtbook.com/allen/avne/50-5
http://www.nxtbook.com/allen/avne/50-4
http://www.nxtbook.com/allen/avne/50-3
http://www.nxtbook.com/allen/avne/50-2
http://www.nxtbook.com/allen/avne/50-1
http://www.nxtbook.com/allen/avne/49-12
http://www.nxtbook.com/allen/avne/49-11
http://www.nxtbook.com/allen/avne/49-10
http://www.nxtbook.com/allen/avne/49-9
http://www.nxtbook.com/allen/avne/49-8
http://www.nxtbook.com/allen/avne/49-7
http://www.nxtbook.com/allen/avne/49-6
http://www.nxtbook.com/allen/avne/49-5
http://www.nxtbook.com/allen/avne/49-4
http://www.nxtbook.com/allen/avne/49-3
http://www.nxtbook.com/allen/avne/49-2
http://www.nxtbook.com/allen/avne/49-1
http://www.nxtbook.com/allen/avne/48-12
http://www.nxtbook.com/allen/avne/48-11
http://www.nxtbookMEDIA.com