09 July 2009

Delivering Difficult Decisions

Sometimes, being a leader requires being the bearer of bad news

by Denise McLain and Jennifer Robison
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When leaders must deliver bad news, employees’ first response usually isn’t coolly rational; it’s emotional. Those most affected by bad news want more from their leaders than the cold hard facts. They want to know that their leaders care.

Denise McLain is a Principal of Gallup.

Jennifer Robison is a Senior Editor for the Gallup Management Journal.

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Customer Engagement: Going Beyond Satisfaction

How do world-class organizations rise to the top in today's intensely competitive, turbulent global marketplace? High-performance organizations recognize the emotional drivers of human nature and leverage them to drive performance, one customer at a time.

This event will take place from 08:30 to 11:45 at the Gallup London office (The Adelphi, 1-11 John Adam Street, London WC2N 6HS). There is cost to register. To learn more or to register, visit the Customer Engagement: Going Beyond Satisfaction page on the Gallup Consulting Web site or contact James Rapinac on +44 (0)20 7950 4433.

For a complete schedule of learning opportunities, visit the Gallup Learning Events page.

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Copyright © 2009 Gallup, Inc. All rights reserved.
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