QUESTION 21 OF 35

How do you handle communicating bad news to a customer or colleague?

One of the toughest parts of communication is delivering bad news to the people you work with and support. Whether it is providing a less-than-positive review or terminating an employee, giving bad news is not an easy task. If your interviewer poses this question during your interview with Cigna Corp, you can expect challenging conversations to be a part of this role, and your interviewer wants to hear that you can handle them.

"I do not enjoy communicating bad news to a co-worker, but I do have experience in doing so. When I have to deliver bad news, I practice empathy. I am honest and clear when communicating the news. For instance, if I have to terminate someone's employment, I will not sugarcoat the reasons. It's best they know so they can learn from the experience."

"I am very to-the-point in my communication skills. Good or bad news, there is always a way to improve the situation and create something good from it. After delivering bad news, I work with my coworker to find a viable solution."

Assure your interviewer that you can handle this duty in a transparent, concise, and professional manner. Talk about how you would prepare for the conversation ahead of time, work to find solutions, and then deliver the news in a genuine and positive tone. If you have an example of a time you had to deliver bad news to a customer or colleague, now is a great time to bring that up.

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How do you handle communicating bad news to a customer or colleague?

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