Difficult Conversations Framework
Lesson 2 of 11 in Workplace Conflict Resolution · 25 minutes
Learn a 6-step framework for having difficult conversations at work. Know how to prepare, open calmly, describe the issue with facts, listen actively, find solutions collaboratively, and set follow-up actions.
What you'll learn
- Learn a 6-step framework for having difficult conversations
- Know how to prepare before a difficult conversation
- Open the conversation calmly and professionally
- Find solutions collaboratively and set follow-up actions
From the lesson
The 6-Step Framework for Difficult Conversations
Having a difficult conversation at work is uncomfortable, but avoiding it is worse. Use this 6-step framework:
Step 1: PREPARE
Before the conversation, ask yourself: - What is the issue? (Be specific) - What facts do I have? (Dates, times, examples) - What outcome do I want? (What does "resolved" look like?) - Am I calm enough to have this conversation? (If not, wait)
Tip: Write down your key points. Don't wing it.
Step 2: OPEN CALMLY
Start the conversation in a way that doesn't put the other person on the defensive.
Don't say: "We need to talk." (sounds threatening) Do say: "I'd like to discuss something with you. Do you have a few minutes?"
Don't…