We’ve all faced moments when something hasn’t gone quite right, maybe with a team member, a client, or a colleague. Handling those difficult conversations can feel daunting. How do you approach addressing the issue? Do you prepare a script, or prefer to speak off-the-cuff? Which is better, a face-to-face chat or a phone call? If you live miles away from the person you have no choice but to call them or arrange a Zoom call.
While most of us tend to avoid confrontation, letting problems linger often only makes matters worse. Addressing issues early, calmly, and clearly is usually the best way forward.
Here are some key tips to help you navigate those awkward, challenging conversations with confidence:
- Privacy Is Key
Always ensure the conversation happens in a private space. Whether in person or over the phone, confidentiality creates a safer environment for honest dialogue and reduces defensiveness.
- Get Straight to the Point
Start clearly and directly, avoid unnecessary small talk. For example:
“I wanted to speak with you because there’s an issue we need to address.”
Being clear up-front sets the tone and helps focus the discussion.
- Make Space to Listen
After stating your point, pause and allow the other person to respond. They may be facing pressures or personal challenges that are influencing their behaviour or performance. Listening is essential to understanding the full picture.
- Focus on Facts, Not Personality
Keep the conversation factual and avoid personal criticism. Stick to specific behaviours or incidents rather than making it about character judgments. This keeps things professional and productive.
- Stay Calm and Ready for Any Reaction
Difficult conversations can trigger strong emotions. Stay composed and be prepared for upset or anger. If emotions rise, give the other person space to collect themselves. A calm approach helps de-escalate tension and paves the way for resolution.
Final Thought
Difficult conversations are never easy, but they don’t have to be overwhelming. Prepare where you can, be clear and respectful, and approach the conversation as an opportunity to solve the problem, not create conflict.
Be brave, addressing issues sooner rather than later often leads to better outcomes for everyone involved.
Remember you can use AI platforms like ChatGPT, Copilot and Perplexity to help you come up with ideas for scripts if you’re super nervous with approaching the conversation and really struggle with confrontation. Ask ChatGPT for some suggested responses to those potential replies from the person you’ll be speaking with, so you’ll have an idea of what to expect.