Before moving into this role, the last manager gave me some feedback that basically I should be positive to a fault. Well, I've tried that approach and I'm questioning the advice. Now we just lost a major client, and while I don’t want to demoralize the team, pretending everything is fine feels disingenuous. I want to frame the news in a way that motivates people but I don't think sugarcoating it helps anything. Anyone have tips on how to balance the message?

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You’re right, pretending everything is fine and being positive to a fault while there’s an obvious mishap is what we call toxic positivity. It doesn’t help anyone.

Try this:

- start with a positive message by acknowledging the team’s efforts despite all XYZ challenges

- address the loss of the client constructively (“it’s not great, but what can we learn here”), ensure it doesn’t turn into a finger pointing session; more specific issues pointing to dropped balls should be addressed in a 1x1 setting)

- offer a forward-looking solution, ie how can you & the team solve this issue and make sure you engage them by asking for opinions, input (so that they don’t feel like you’re lecturing them)

- reinforce your confidence in the team, highlight their potential, etc and offer guidance when they need it

Good luck!

likesmart

Get your $h!t together or you're fired. Then follow up with there's pizza in the break room.

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I get where you're coming from. Being too positive can feel fake, especially when the situation calls for honesty. Maybe focus on being transparent about the loss but also frame it as an opportunity to learn and grow. Acknowledge the disappointment, then shift toward how you’ll tackle challenges together moving forward. I think that's how I would approach the situation

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Maintaining an upbeat attitude isn't necessarily bad advice. But there's a time and place. And it's more important to be straightforward with people. Just be honest and explain the situation and what it might mean for the team. People will appreciate honesty more than happy talk.

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