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Managing the message: a qualitative study on how managers deliver bad news to employees in Small and Medium-Sized Enterprises in Germany
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| 1.48 MB | Adobe PDF |
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This thesis investigates how managers in German SMEs deliver bad news to employees.
Addressing a critical gap in management research, it draws on 30 qualitative interviews to
examine how bad news are defined, what managers focus on during delivery, and which
strategies they apply. Managers intuitively structure the process into Pre-Delivery, Delivery,
and Post-Delivery phases; while most reported not using formal strategies, the data still revealed
consistent patterns that were systematized into phase-specific guidelines. The study offers a
contextualized application of existing models, underscoring the need for targeted training to
deliver bad news with clarity, structure, and emotional sensitivity.
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Palavras-chave
Bad news delivery Leadership Communication Small and Medium-Sized Enterprises Germany Crisis management