Having THAT Conversation

By Dianne Durkin, Loyalty Factor

When leaders have to deal with difficult conversations within the workplace, do you have the right tools prepared?  Do you not take action and hope things will resolve themselves, or will your inaction resolve the situation in an even worse or unpredictable way?

Dealing with difficult conversations requires four steps:

  1. Understand Emotions. Take time to comprehend what emotions you are feeling and why. This prepares the brain space to accept what the other individual is feeling and why.
  2. Move Past Negativity. When you can leave behind assumptions or quick judgment, you leave yourself open to listening vs. telling.
  3. Prepare Your Message. This message should be brief (less than 2 minutes) and judgment free.
  4. Side Time. Make one-on-one time with this individual to focus on the matter at hand.

As you enter into the conversation, remember:

  • This is a private conversation. It can be done over the phone, videoconference, or (preferably) in person. Do not use email. It can be misinterpreted, others can be copied in, and it can make the matter worse.
  • Do not start with small talk. Get to the matter at hand, with empathy and no judgment. Keep the conversation open.
  • Focus on what the individual is saying. Use their key words and phrases in dialogue. If there are parts you don’t understand, keep listening. Reflect on their comments and emotions.
  • Summarize your meeting. Go over what you discussed, what they discussed, and attainable steps to the goal and resolution. Ask them for action steps, and develop a plan together. Conclude the meeting with clarity.

This article is from the Loyalty Factor newsletter.  For more information about Loyalty Factor, visit our website at http://loyaltyfactor.com.

Having THAT Conversation

By Dianne Durkin, Loyalty Factor

When leaders have to deal with difficult conversations within the workplace, do you have the right tools prepared?  Do you not take action and hope things will resolve themselves, or will your inaction resolve the situation in an even worse or unpredictable way?

Dealing with difficult conversations requires four steps:

  1. Understand Emotions. Take time to comprehend what emotions you are feeling and why. This prepares the brain space to accept what the other individual is feeling and why.
  2. Move Past Negativity. When you can leave behind assumptions or quick judgment, you leave yourself open to listening vs. telling.
  3. Prepare Your Message. This message should be brief (less than 2 minutes) and judgment free.
  4. Side Time. Make one-on-one time with this individual to focus on the matter at hand.

As you enter into the conversation, remember:

  • This is a private conversation. It can be done over the phone, videoconference, or (preferably) in person. Do not use email. It can be misinterpreted, others can be copied in, and it can make the matter worse.
  • Do not start with small talk. Get to the matter at hand, with empathy and no judgment. Keep the conversation open.
  • Focus on what the individual is saying. Use their key words and phrases in dialogue. If there are parts you don’t understand, keep listening. Reflect on their comments and emotions.
  • Summarize your meeting. Go over what you discussed, what they discussed, and attainable steps to the goal and resolution. Ask them for action steps, and develop a plan together. Conclude the meeting with clarity.

This article is from the Loyalty Factor newsletter.  For more information about Loyalty Factor, visit our website at http://loyaltyfactor.com.