How to Manage Difficult Conversations
What guidelines should you follow to determine whether you're prepared to have a difficult conversation?
-Choose the right time and place -Have a clear, realistic, and relevant goal -Don't avoid having the discussion
Deb has to lay off one of her direct reports.What are examples of the steps Deb should take to change her negative internal monologue to a positive one?
-Deb considers the different paths and conclusions the conversation might take -Deb listens to her thoughts and challenges the negative ones -Deb takes her negative thoughts about the conversation and rephrases them positively -Deb makes sure she's clear about the main purpose of the conversation so she won't be drawn off track
William, a manager, has to tell his assistant Darnell that he's being laid off. How can William analyze the situation to prepare himself for this difficult conversation?
-Recognize that his empathy with Darnell's situation may make the conversation more difficult -Consider how the situation will affect Darnell -Confer with HR to determine if there are any services that might ease the transition for Darnell -Assure Darnell that he didn't do anything wrong to prompt the layoff
Ted, a graphic designer, has to tell his employee, Lars, that he's being laid off at the end of the month.How can Ted analyze the emotional level of this difficult conversation?
-Ted names his emotions as fear, anxiety, and resentment and considers whether these feelings are appropriate to the situation -Ted pinpoints areas of the conversation that could be emotionally sensitive for Lars
Will works for a bank that is downsizing. He has to tell his assistant, Tom, that he's being laid off in four weeks.What are examples of how Will can plan his approach to this difficult conversation?
-Will decides that his goal should be to help Tom accept the transition, if possible -A colleague helps Will rehearse the conversation -Will plans a strategic approach for delivering the news to Tom
1.Engaged 2.Open minded 3.Collaborative 4.Empathetic
1.You said you feel that her behavior is demeaning and disrespectful. Do I understand you correctly?" 2."I know it might be uncomfortable to say negative things about a superior, but I need your honest account of what happened." 3."Once I know the full story, we can decide on the best way to approach this problem." 4."I care about your happiness here. I know that reporting this behavior is really stressful."
