Handling difficult conversations at work
Difficult conversations in the workplace are one of the most common and avoided parts of managing people. Many business owners and line managers worry about saying the wrong thing or making a situation worse, but avoiding the conversation altogether can cause more damage in the long run, so please don’t bury your heads in the sand and tackle it head on.
If you can handle the conversation well, the outcome can help improve performance, protect your business and strengthen relationships.
So, if there is a conversation that you’ve been putting off having, then we hope some of our advice will help you, and as always, if you need some additional guidance and support, please do get in touch and we can discuss how we can help.
Be prepared
It’s always a good idea to be prepared ahead of going into a difficult conversation with an employee. It is not something you want to improvise on, so make sure you have established the facts (and can show the ‘evidence’ if needed), check your company policies and procedures and have copies of them handy if needed.
Think about what a reasonable outcome of the conversation looks like and ask yourself ‘What do I need to communicate, and what do I want to change going forward?’ What do I want to achieve by having this difficult conversation?’
Choose the right time and setting
There’s a time and place for holding a sensitive conversation, so ensure you choose the right time and setting for it.
Avoid bringing up issues in front of others, during moments of high stress or emotion or at the end of a busy/rushed day. Instead, choose a private, neutral setting and ensure you both have enough time to talk in depth and there’s no risk of ‘running out of time’ and having to wrap things up quickly.
Listen
Listening to the other party is just as important as saying what you need to say. You need to give the other person space to respond and ensure you genuinely listen to their perspective as there may be underlying issues you’re unaware of.
Follow up and document
It’s a good idea to keep notes throughout the conversation, so you have a brief, written record of what was discussed and agreed. You should also follow up in writing within an agreed timeframe.
Get HR support if needed
There are some workplace conversations, such as those involving performance, management, absence, conduct or potential dismissal, that need some HR support. For many years, this has been our bread and butter – we have supported clients through these tricky conversations and they have always been grateful for the support. We don’t believe in stepping in and HR ‘taking over’; we hand-hold managers through the process which upskills them and provides them with the tools to manage their people better.
Getting HR advice early can help you:
Say the right thing, the right way
Stay legally compliant
Avoid escalating conflict or claims.
If you’re unsure how to handle a particular situation, or would value support in preparing for or navigating a difficult conversation, please do get in touch with us to discuss how we can support you and your business.