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

• Main Authors: TAN, Kevin Kok-Yew, PANG, A., KANG, Janelle Xiaoting
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2019
• Subjects: Bad news; Social media; Crisis communication; Business and Corporate Communications; Social Media
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/6483
• Institution: Singapore Management 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...