Breaking bad news with CONSOLE : toward a framework integrating medical protocols with crisis communication

• Main Authors: Tan, Kevin Kok-Yew, Pang, Augustine, Kang, Janelle Xiaoting
• Other Authors: Wee Kim Wee School of Communication and Information
• Format: Article
• Language: English
• Published: 2020
• Subjects: Social sciences::Communication; Crisis Communication; Bad News
• Online Access: https://hdl.handle.net/10356/138431
• Institution: Nanyang Technological University

This paper develops the CONSOLE (Coherence, Orientation, Nuance, Support, Ongoing, Leadership, Emotions) framework to guide practitioners on how to break bad news effectively to stakeholders during crises. Arguably the first study integrating well-established medical protocols such as SPIKES (Baile...