Letting someone know they didn't get the job is never easy, but it's a crucial part of the hiring process. Doing it with empathy and professionalism can leave a lasting positive impression, even in disappointment. This guide will walk you through the steps to deliver the news gracefully and effectively, ensuring you maintain your company's reputation and the candidate's dignity.
1. Prepare and Plan Your Approach
Before you even think about making the call or sending the email, take some time to prepare your message and plan your approach. Rushing into this conversation can lead to miscommunication and hurt feelings. You need to ensure you're delivering the news clearly, kindly, and respectfully. This first step sets the stage for a smooth, albeit difficult, conversation.
Review the Candidate's Application and Interview Performance
Start by revisiting the candidate's application materials and any notes you took during the interview process. This refresher will help you remember their strengths and tailor your feedback. It also shows you've put in the effort to give them a personalized response. When you remember specific details, like their enthusiasm for a particular project or their unique skills, it demonstrates that you genuinely considered them for the role. This personal touch can make the rejection feel less generic and more thoughtful. It's also a good way to identify points you can touch on when providing feedback later in the conversation.
Decide on the Communication Method: Phone vs. Email
The method of communication matters. For candidates who made it to the final rounds of interviews, a phone call is generally considered the most respectful approach. It allows for a more personal connection and provides an opportunity for the candidate to ask questions. An email might be appropriate for candidates who were screened earlier in the process or for roles with a high volume of applicants. However, even with email, ensure your tone is warm and professional. A phone call allows you to gauge the candidate’s reaction and adjust your response accordingly. You can offer support and encouragement in real-time, which is harder to do via email. Think about how you would want to receive this news, and let that guide your decision.
Draft a Script or Talking Points
Even if you're a natural communicator, having a script or talking points will help you stay on track and ensure you cover all the necessary information. Your script should include: expressing gratitude for their time and interest, clearly stating the decision, providing a brief explanation (without being overly specific), offering constructive feedback, and leaving the door open for future opportunities if appropriate. This preparation can help prevent you from rambling or saying something you might regret. Remember, you're representing your company, so consistency and professionalism are key. Having a script also ensures you don’t forget any crucial points, such as offering feedback or thanking them for their time.
2. Crafting the Message: What to Say (and What Not to Say)
Now that you've planned your approach, it's time to think about the words you'll use. The way you frame your message can significantly impact how the candidate receives the news. Crafting a thoughtful and empathetic message is crucial in maintaining a positive impression, even in rejection. Remember, these candidates could be future customers, employees, or referral sources.
Express Gratitude and Acknowledge Their Effort
Start by thanking the candidate for their time and effort in applying and interviewing. Acknowledge the energy and preparation they invested in the process. This simple act of gratitude shows respect and appreciation. It lets the candidate know their efforts weren't in vain. For example, you might say, "We truly appreciate you taking the time to interview with us and learn more about this opportunity." This sets a positive tone for the conversation, even before you deliver the news. It’s important to make them feel valued, even though they weren’t the right fit for this particular role.
Clearly and Directly State the Decision
Be direct and clear about the decision. Avoid ambiguity or beating around the bush. Use straightforward language, such as, "We have decided to move forward with another candidate whose qualifications and experience more closely align with the requirements of this role." Clarity helps the candidate understand the situation without confusion or false hope. While it's tempting to soften the blow, being vague can lead to misunderstandings. Honesty and directness are key, but always delivered with kindness and respect. This approach also respects the candidate’s time and emotions.
Provide a Brief, Honest Explanation (Without Over-Sharing)
Offer a brief explanation for the decision without going into excessive detail. You don't need to disclose confidential information about other candidates or internal deliberations. However, you can provide general feedback, such as, "The decision was a difficult one, as we had many qualified applicants. In the end, we chose a candidate whose skill set was a slightly better match for our current needs." This offers some context without compromising confidentiality. Avoid generic phrases like, “We decided to go in another direction,” which can sound impersonal and dismissive. Focus on the skills and qualifications that were prioritized for this specific role, rather than making it seem like a personal judgment on the candidate.
Offer Constructive Feedback (If Appropriate)
If possible, offer constructive feedback that the candidate can use to improve their chances in future job searches. This could include suggestions for skill development, interview techniques, or resume improvements. However, only offer feedback if you feel comfortable and have specific examples to share. Vague or generic feedback can be more harmful than helpful. For instance, instead of saying, “Your communication skills could be better,” you could say, “During the interview, we noticed that providing more concise answers could strengthen your responses.” This kind of specific feedback is actionable and shows you genuinely care about their professional growth. Always frame your feedback positively and focus on areas where they can grow.
Maintain a Professional and Empathetic Tone
Throughout your message, maintain a professional yet empathetic tone. Use respectful language and acknowledge the candidate's disappointment. Avoid sounding dismissive or condescending. Remember, you’re talking to a person who has invested time and energy into your company. Empathy is crucial in these conversations. Put yourself in their shoes and consider how you would want to be treated. Acknowledge their disappointment by saying something like, “I understand this is likely disappointing news, and I want to thank you again for your interest in [Company Name].” This validates their feelings and shows you recognize the emotional impact of the rejection.
Avoid Promising Future Opportunities if None Exist
Be cautious about promising future opportunities if none are likely to arise. It's better to be honest about the current situation than to give false hope. However, if you genuinely see potential for them in other roles, you can say, "We will keep your resume on file and consider you for future openings that align with your skills and experience." Just ensure you follow through on this promise if a suitable role becomes available. False promises can damage your company’s reputation and the candidate’s trust. It's better to be realistic and transparent about future opportunities.
3. Delivering the News: Phone Call Best Practices
If you've opted for a phone call, there are specific best practices to follow to ensure the conversation goes smoothly. Delivering the news via phone requires sensitivity and professionalism. This interaction is your chance to leave the candidate with a positive final impression of your company, even in rejection.
Choose a Quiet and Private Setting
Make sure you're in a quiet and private setting where you won't be interrupted. This allows you to focus on the conversation and give the candidate your full attention. Background noise and distractions can make the call feel rushed and impersonal. A quiet environment also ensures the candidate feels heard and respected. This is a delicate conversation, and giving it the appropriate space and focus is essential.
Be Prompt and Respectful of Their Time
Call at the scheduled time and be mindful of the candidate's time. Start by confirming they have a few minutes to talk. If they don't, offer to reschedule the call for a more convenient time. This shows respect for their schedule and demonstrates professionalism. It also gives them the option to mentally prepare for the conversation if they're not in the right headspace at that moment. Promptness and respect for their time are key to a positive interaction.
Get Straight to the Point After Initial Pleasantries
After a brief greeting and expressing gratitude, get straight to the point. Avoid prolonging the conversation unnecessarily, as this can create anxiety for the candidate. Clearly state the decision early in the conversation. For example, you might say, “Thank you again for taking the time to interview with us. I’m calling to let you know that we’ve decided to move forward with another candidate for this role.” This directness, while difficult, is ultimately more respectful of their time and emotions.
Allow Time for Questions and Listen Actively
Give the candidate an opportunity to ask questions and listen actively to their responses. This shows you value their perspective and are willing to engage in a dialogue. Answer their questions honestly and professionally. Active listening means paying attention to not only what they say but also how they say it. Show empathy and understanding in your responses. This two-way communication can help the candidate process the news and feel heard.
Be Prepared to Handle Emotional Responses
Candidates may react in various ways to the news. Some may be disappointed but understanding, while others may be upset or even angry. Be prepared to handle a range of emotional responses with empathy and professionalism. Avoid getting defensive or taking their reaction personally. Acknowledge their feelings and allow them to express their disappointment. If the conversation becomes too heated, it's okay to politely end the call by saying something like, “I understand your frustration, and I appreciate you taking the time to talk with me. I wish you the best in your job search.”
End the Call on a Positive Note (If Possible)
Try to end the call on a positive note, if possible. Thank them again for their interest and wish them well in their job search. You might say, “We truly appreciate you considering [Company Name], and we wish you the very best in your job search.” Even a simple gesture of goodwill can leave a lasting positive impression. This final interaction is your chance to reinforce your company’s values and commitment to respectful communication.
4. Crafting the Message: Email Communication Best Practices
If a phone call isn't feasible or appropriate, an email is the next best option. However, crafting an effective rejection email requires careful consideration to ensure it's received well. While it lacks the personal touch of a phone call, an email can still convey empathy and professionalism.
Use a Clear and Professional Subject Line
Your subject line should be clear and professional. Avoid vague or misleading subject lines. A straightforward subject line, such as "Update on Your Application for [Job Title]" or "[Company Name] – Application Update," ensures the candidate knows the email's purpose immediately. This transparency respects their time and helps manage their expectations. Avoid using negative language in the subject line, as it can create unnecessary anxiety before they even open the email.
Personalize the Email as Much as Possible
Even in an email, personalization is key. Address the candidate by name and reference specific details from their application or interview. This shows you've taken the time to consider their individual qualifications and aren't sending a generic rejection message. For example, you might say, “Dear [Candidate Name], Thank you again for your interest in the [Job Title] position and for taking the time to interview with our team.” This personal touch can make the rejection feel less impersonal.
Follow the Same Principles as a Phone Call Script
Your email should follow the same principles as a phone call script: express gratitude, state the decision clearly, provide a brief explanation, offer constructive feedback (if appropriate), and maintain a professional tone. This consistency ensures your message is clear, respectful, and empathetic, regardless of the communication method. Think of your email as a written version of the phone call conversation, maintaining the same level of care and consideration.
Proofread Carefully Before Sending
Before sending the email, proofread it carefully for any errors in grammar or spelling. A poorly written email can undermine your professionalism and make the message feel less sincere. Double-check names, job titles, and any specific details you've included. A polished email shows you value the candidate's time and are committed to clear communication. Consider having a colleague review the email as well, for a fresh perspective.
Consider Sending at an Appropriate Time of Day
The timing of your email can also impact how it's received. Avoid sending rejection emails late in the evening or on weekends. A weekday morning or early afternoon is generally a better time, as it allows the candidate to process the news during business hours. This consideration shows respect for their personal time and allows them to react and respond during working hours if they choose.
5. After the Conversation: Following Up and Maintaining Relationships
Your responsibility doesn't end after the phone call or email. Following up and maintaining relationships is crucial for long-term success and reflects well on your company's reputation. These candidates may not be the right fit for this role, but they could be potential future employees, customers, or valuable contacts.
Send a Follow-Up Email (If a Phone Call Was Made)
If you had a phone conversation, send a brief follow-up email summarizing the conversation and reiterating your gratitude for their time. This email serves as a written record of the communication and reinforces your professionalism. It also provides an opportunity to reiterate any feedback or next steps discussed during the call. Keep the email concise and focused on thanking them again for their interest.
Keep Your Promise: Store Resumes for Future Opportunities
If you mentioned keeping their resume on file, make sure you do so. Having a system for tracking promising candidates can streamline your future hiring processes. This demonstrates you value their application and are genuinely interested in their potential. Use your applicant tracking system (ATS) or another method to organize and access these resumes when new roles become available.
Connect on LinkedIn (If Appropriate)
Consider connecting with the candidate on LinkedIn, especially if they made it to the later stages of the interview process. This can help you maintain a professional relationship and stay in touch for future opportunities. However, only connect if you genuinely feel it's appropriate and aligned with your company's networking practices. A LinkedIn connection can be a valuable way to build your network and keep talented individuals in mind for future roles.
Seek Feedback on Your Hiring Process
Use this opportunity to reflect on your hiring process and seek feedback from candidates. Ask if they have any suggestions for improvement, which can help you refine your approach in the future. This shows you're committed to continuous improvement and value the candidate's perspective. Candidate feedback can provide valuable insights into your recruitment process and help you create a more positive experience for future applicants.
Remember the Long-Term Impact on Your Employer Brand
How you treat candidates, even in rejection, has a significant impact on your employer brand. A positive candidate experience can lead to future referrals, positive reviews, and a stronger reputation in the industry. Remember, candidates talk, and their experience can influence others' perceptions of your company. Investing in a respectful and empathetic rejection process is an investment in your long-term employer brand.
In Conclusion
Letting someone know they didn't get the job is never pleasant, but by following these guidelines, you can deliver the news with empathy and professionalism. Remember, treating candidates with respect and consideration reflects positively on your company and can lead to valuable long-term relationships. It's about more than just filling a position; it's about building connections and upholding your company's reputation. So, take the time to prepare, craft, deliver, and follow-up with care. You’ll not only handle these tough conversations effectively but also contribute to a more positive hiring experience for everyone involved.
