Gartner Research

Deliver Tough News With Empathy and Heart

Published: 28 January 2016

ID: G00289863

Analyst(s): Elise Olding , Debra Logan


It's important for leaders to be authentic and compassionate in communications with employees who are impacted by layoffs or restructuring. CIOs must deliver these messages with heart in order to build trust with remaining employees and give dignity to those who are leaving.

Table Of Contents
  • Key Challenges



  • Architect the Messages to Avoid Overload — Explain "Why"
  • Have Employees Hear the News First From Their Managers
  • Set the Tone for Moving Forward
  • Plan Actions and Time for Postmeeting Support
  • Aspirational Goal: Don't Make Change an Event — Build Employee Skills to Deal With Change

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