Welcome back!

Last week we talked about why teams nod along without really agreeing. This week, we put it into practice with something you rarely get to see: a hard conversation, played out live.

This week: How to Deliver Hard News to Someone Who Cares Deeply (Part 2) with Elizabeth Schuster (Partner & Environmental Economist) and Marissa Ferrari (Partner & Creative Director) of Sustainable Economies​

It's budget season. The plan has been agreed. And now someone has to tell a passionate program director that her outreach program is being cut.

In Part 2, Elizabeth steps into that conversation live, with Lucie playing the director who has poured her heart into the work. Then we unpack what worked, what almost didn't, and the moment everything shifted.

Key takeaways

Acknowledge before you redirect. Elizabeth's biggest worry wasn't what to say. It was jumping to solutions before the other person had space to feel it.

"And" beats "but." "You care deeply about this mission, and the numbers aren't working." Both things can be true, and saying so keeps the other person in the conversation.

Give people somewhere to go. What shifted Lucie from "maybe this isn't the right place for me" to "tell me more" was hearing where her energy would go next.

Stay calm when they don't. Elizabeth kept her voice steady while the other side got triggered. That self-regulation did as much work as her words.

If they keep bringing it up, ask whether it was ever acknowledged. Old issues resurface when they were never fully heard. Sometimes repair is simply naming what happened and committing to do better.

Name it to tame it. "The energy just shifted. Did everyone feel that?" Saying the tension out loud makes it something the group can work with.

This week’s practice: Acknowledge, And, Ahead

Next time you have to deliver news someone won't want to hear:

1. Acknowledge the person and what they've invested before you explain anything.
2. Pause. Let them react. Resist the urge to fix it right away.
3. Use "and," not "but," to hold both truths: their care and the reality.
4. Reconnect to what you decided together. Point back to the shared goals or data, not just your opinion.
5. Show the way ahead. A new role, a transition period, a partner who can help. Give them something to move toward.
6. Let them digest. "Take some time, and let's reconnect" is a complete next step.

Hit reply and tell us: what's the hardest news you've ever had to deliver, and what do you wish you'd said differently? We read every reply, and your stories may shape a future episode.

Know someone who's facing a hard conversation this week? Forward this email to them. 💛