Make sure your tone of voice signals you're open to discussion and exploration. You don't want to ambush people by surprising them with a "chat" out of the blue. Being direct and setting up a meeting is the authentic and respectful approach. Some people put off having the conversation because they don't know how to start. Consider holding the meeting in a neutral place like a meeting room or coffee shop where you can sit adjacent to each other. Choose the right place for the conversation.Ĭalling employees into your office may not be the best strategy as it may make them immediately uncomfortable and nervous. Disarm the ploy by naming it, and always aim to keep the conversation moving forward. In difficult situations, people might use ploys like stonewalling and sarcasm. Have a few, proven phrases that can come in handy in tough situations. Managing conflict effectively is one of the vital skills of leadership. Develop conflict resolution skills.Ĭonflict is a natural part of human interaction. Being consistent serves you and your employees better in the long run. Employees will likely remember how you handled situations in the past. For example, if an employee thinks you have one set of rules for them and a different set for another, they might think you're showing favoritism. Think about how the conversation can fix the situation without creating an irreparable wall between you and the person. It takes years to build bridges with people and only minutes to blow them up. Preserve the relationship.Ī leader with high emotional intelligence is mindful to limit any collateral damage to a relationship. A pause also has a calming effect and can help us connect better. Just as a pause between musical notes can help us appreciate a song, some silence in the conversation allows us to truly hear what was said and let it sink in. There may be silent moments in the conversation. Offer the person a tissue and a chance to pause and breathe before moving forward. In some cases, you may have to respond to a person's tears. During a difficult discussion, always show respect toward the person, even if you totally disagree with them. What starts as an annoyance, for example, can move to anger and potentially escalate to rage. It's a leader's responsibility to understand and manage emotions. A leader with high emotional intelligence is mindful to limit any collateral damage to a relationship. A good leader seeks a greater truth in any situation. Be open to hear what the other person has to say. A good doctor analyzes a situation before reaching for a prescription pad, right? This also applies to a leader. What are your preconceived notions? It pays to approach the conversation inquisitively. Reflect on your attitude toward the situation and the person involved. What is the person agreeing to do? What support are you committed to providing? What do you both agree to do to overcome potential obstacles? Schedule a follow up to evaluate progress and reassess what needs to happen next. What do you want to accomplish? End the conversation with clearly expressed action items. To prepare for the conversation, ask yourself two important questions: " What exactly is the behavior causing the problem?" and "What impact is the behavior having on you, the team, and the company?" Clearly state this first so you can articulate it aloud in a few succinct sentences. Tips for Managing Difficult Conversations at Work 1. Here are some tips to navigate sensitive conversations with success, allowing you to get to the bottom of important issues. Managing difficult conversations at work can be a challenge. The more you practice facing these issues head on, the more adept you can become. Handling the difficult conversation requires skill and empathy, but most of all, it requires courage. Many people have an inner voice that tells us when we need to have a difficult conversation with someone, but sometimes fear drowns that inner voice.
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