CIOs Tackle Tough Conversations to Preserve Team Morale

Delivering bad news to teams is a significant challenge for Chief Information Officers (CIOs), particularly when it involves layoffs, project failures, or organizational shifts. Effective communication during these trying times is essential to maintaining morale and trust within the workforce. Experts emphasize that how leaders convey difficult messages can have lasting impacts on team dynamics.

Building Trust Through Transparency

According to Amit Basu, Vice President and CIO at International Seaways, leaders can cushion the impact of bad news by being direct and timely. He explains that it is crucial to separate business decisions from individual performance. “Acknowledging the real impact on people, owning decisions without blame, and focusing teams on what remains within their control builds credibility,” Basu noted.

He advocates for clear explanations regarding changes in business priorities and constructive discussions about performance issues. Basu believes that reinforcing confidence and providing transparent communication about next steps can help teams accept difficult messages respectfully. “Leadership endures not by avoiding hard news, but by delivering it honestly, fairly, and humanely,” he stated.

Facing Challenges with Honesty

The challenge of delivering unfavorable news is further echoed by Leo Baker, CIO of Vendorland, a company that assists businesses in vendor selection. He emphasizes the importance of honesty and transparency in navigating tough moments together. Baker recalled a pivotal incident when the board decided to alter the scope of a critical project early in its development. This decision necessitated a strategic reassessment and the adoption of new technologies, raising concerns among team members about job security due to an emerging skills gap.

To address these issues, Baker convened an all-hands meeting where he took full responsibility for the changes. “I explained why the scope had shifted, why we needed to adopt new technologies, and what we were going to do differently moving forward,” he said. His approach fostered an inclusive environment, allowing team members to voice their concerns and propose solutions, thus shifting their focus from frustration to proactive problem-solving.

The initial reactions to Baker’s message were mixed. Some team members expressed frustration over the changes, while others worried about how delays might affect their workloads. Baker’s openness helped alleviate some anxiety, fostering a sense of support and collaboration during this uncertain period.

Learning from Setbacks

The experience of Roman Rylko, CTO at the development company Pynest, highlights the importance of timely communication, especially following setbacks. Rylko faced a significant challenge when his firm’s attempt to market a human resource management system (HRMS) failed, leading to skyrocketing costs and the decision to keep the product as an internal tool. This decision resulted in the layoff of approximately 80% of the product team.

Rylko chose to meet with each team member individually rather than holding a general meeting. The reactions varied widely, from anger to resignation, but he now regrets not sharing warning signs sooner. “People are more receptive to bad news when you don’t play the ‘everything will be fine’ game and talk to them like adults,” he reflected.

Final Thoughts on Effective Communication

Communication experts suggest that delivering bad news promptly is crucial to prevent speculation and anxiety among employees. Ronald Placone, professor emeritus at Carnegie Mellon University’s Tepper School of Business, advises against sugarcoating messages or dwelling on the negatives. He emphasizes the importance of making oneself available for follow-up questions and steering clear of the “sandwich technique” — presenting good news, then bad news, followed by more good news — as it typically breeds cynicism and distrust.

Leaders must acknowledge that while bad news is difficult to deliver, it can also present opportunities for growth and adaptation when approached with honesty and transparency. By fostering a culture of trust and open communication, CIOs can navigate their teams through challenging times while maintaining morale and cohesion.