Adaptable HR offers ten top tips for handling difficult conversations and improving your management skills.
- Separate your feelings and emotions from the actual situation (easier said than done!)
- Prepare thoroughly; what is the specific situation, do you have the facts? What outcome do you want and how are you going to get there?
- Listen quietly and don’t interrupt; it’s important you gather all the information and try to see the issue from the other person’s perspective.
- Ask questions which will open up the discussion and encourage the other person to talk.
- Summarise to show you have understood the situation (also useful to check that you have got it right before drawing a conclusion) - Be prepared for a defensive reaction and keep calm.
- Acknowledge what they say even if you see things differently.
- Share your opinion and what you see as the truth of the situation. Use “I” rather than “You” so you come across as less aggressive.
- Engage with them. Work together by involving them in getting to a solution.
- Commit to resolving the issue within agree timelines if this is appropriate.
- Thank them for their time and make sure you follow through on any of the action points.
This excerpt is from the latest post in the “In my Opinion” blog series - you can read the full blog post here and find out more about how to handle difficult conversations, why we put them off and when they are likely to occur.
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