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Developing communication as a soft skill for organizational crisis situations: improving managerial outcomes in the delivering of bad news
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Resumo(s)
This paper examines the impact of communication skills training in organizational crises to
enhance managerial outcomes when delivering bad news. With the COVID-19 pandemic
highlighting the need for reskilling, this study aims to develop a training model based on Kolb’s
Experimental Learning Model, using SPIKES, NURSE and Bies’ Multiphase model as theoretical
basis. To test the designed training, three pilot sessions were conducted, resulting in positive
reaction and knowledge retention from the participants. This research ultimately contributes to
enhancing manager’s skills in crisis communication, offering practical recommendations for future
trainings.
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Crisis management Human resources management Organizational crisis Interpersonal skills Interpersonal communication Soft skills Training and development Training design Training methods