There’s what you say, and there’s how you say it

There’s what you say, and there’s how you say it

This post is part of our Weekly Tips series.

Delivering Bad NewsI got to travel stand-by the other day. My experience was a happy one: I made the flight and got home at 7pm instead of midnight—hooray. It reminded me, though, of a time I witnessed three stand-by passengers whose experience was crappy, not happy. And I share it because it’s an important lesson for all of us to be mindful about what we say when we have to deliver bad news.