Softening the blow

Empathy and compassion are key while delivering bad news

Any professional working in the service sector will agree that the stakes are high when you're sending out a job application. Emails are refreshed every now and then, and there's that sinking feeling in the stomach. So, imagine receiving a rejection letter drafted by KFC - one of the largest food chains in the world - loaded with chicken puns. That's what happened to Twitter user Sophie Corcoran, who posted a screenshot of the letter that has since gone viral. The letter by KFC read, "Hi Sophie, thank you for your application to Team KFC. We're cluckin' delighted you're keen to join our flock, however, at this moment in time your skills aren't the secret recipe the Colonel is looking for."

Several netizens slammed the response as inappropriate. "I feel that it made the applicant feel dejected, not because she wasn't hired for the role but because the rejection letter was written in a way that wasn't human enough," shares career coach and communication expert Rhea Punjabi. Rejection letters, she suggests, should include a human touch. "It's best to write the letters in a friendly tone and let the candidate believe that the human on the other side has actually typed the email. Replying to every applicant may not be possible. However, the further ahead a candidate has reached in the hiring funnel, the more personalised the letter should be," she tells us. It goes a long way when employers share feedback as to why a candidate wasn't selected, Punjabi notes.

Rhea Punjabi

Here are a few ways in which one can take a sensitive approach towards rejecting applications or delivering bad news.
>> Personalise; don't use a templated email that is sent to all rejected candidates.
>> Don't write something that misleadingly builds hope.
>> Thank them for coming for the interview. Mention that it was a tough call to choose between ‘x' number of applicants.
>> Great feedback includes sharing areas of strength, scope for improvement and your expectation from someone who is applying for the role.
>> Always assure them that you will keep their profile handy for future roles. The letter can also mention other suitable openings. Encourage them to apply for the same.
>> Send the letter as early as possible, preferably within a week. If it's cumbersome for companies to reply, they can send an automated email that states that if the applicant doesn't hear back from them by a specific date, they can assume they weren't shortlisted. It can also mention that applicants can reach out to them for feedback.
>> Wish the applicant success in their future endeavours.
>> It's great to maintain the brand voice even in rejection letters, but adding humour may hurt the candidate's sentiments. Empathy is the key.
>> Similarly, while breaking other bad news - such as lay-offs or salary cuts - to employees, employers should adopt maximum transparency.
>> Note down all the efforts that the company has taken to make a certain situation better, and list what circumstances led them to make a difficult decision. It would be even better if the employer or the company can arrange for an open house or a face-to-face meeting.

Respond to rejection

Most applicants are so dejected that they don't respond to rejection letters, points out Punjabi. "Interviews, even if you're rejected, are a great networking opportunity," she says, adding tips on how one can respond to rejection letters:
>> Thank the employer for their email, for their time and for sharing the decision. Express your disappointment about not being able to work there. Tell them what you love about the organisation and that you'll be eager to apply for other openings.
>> If they haven't shared feedback, request them to do so. Wish them well and let them know that you hope to cross paths in future.
>> Remember to share your coordinates in the signature.