Mastering Difficult Workplace Conversations Part Two – Dialoguing Opportunities
“Strong relationships are built on difficult conversations.” – Simon Sinek
Last week, we explored the real costs of workplace conflict—financial, collaborative, and
personal. While both leaders and employees share the responsibility to address conflict, it’s the
leader’s role to set the tone and model conflict resolution effectively.
The good news? With a few key strategies, leaders can handle conflict productively and use it
as a chance to grow.
What NOT to do:
Many leaders default to avoiding conflict, which only makes things worse. Here are common
destructive behaviors that prevent resolution and block creativity:
- Ignoring or avoiding the issue: Pretending the problem doesn’t exist only deepens the
divide.
- Emotional overreactions: Personal attacks or losing your temper escalate the conflict.
- Passive-aggressive behavior: Sarcasm or undermining others breeds distrust.
Avoidance may seem easier, but it leads to bigger, messier problems down the road.
Strategies for Navigating Difficult Conversations:
Whether you’re at the executive level or part of a team, preparation is crucial for effective
conversations. Here are the steps:
1. Self-Reflection: Before addressing the issue, process your own feelings and thoughts.
Understanding your emotions helps you stay calm and objective during the conversation.
2. Prepare and Plan: Define your goals. What do you want to achieve? Think through the
best and worst-case scenarios and choose a time and place that encourages open
discussion.
3. Effective Communication: Listen actively and give the other person space to share
their perspective without interruption. Use “I” statements to express your feelings without
placing blame: “I want us to find a solution together.” Ask open-ended questions to
encourage dialogue: “How do you see this situation?” “What concerns do you have that I
might not be aware of?”
4. Watch for Signals: Silence often signals that someone is disengaging, while verbal
aggression signals escalation. If you notice these signs, pause and redirect the
conversation toward safety and understanding.
5. Stay Calm and Professional: Keep your tone respectful and focused on resolution, not
winning the argument.
6. Focus on Solutions: Instead of focusing on the problem, work toward a solution. Frame
the conversation around common goals: “I want us both to succeed.” Collaborate to
brainstorm solutions, and be open to adjusting your perspective if it leads to a better
outcome.
7. Summarize and Set Next Steps: Before concluding, recap the key points and
agreements. Be mindful of body language to ensure mutual understanding. Set a
timeline for action steps and schedule a follow-up to track progress.
While each conflict is different, these strategies are adaptable to almost any situation. The key
is consistency and patience. Handling tough conversations with care and transparency builds trust over time.
“Honest and supportive conversations build trust and create lasting success.” – Ken Blanchard
Keep those conversations going,
Jeff
