Prepare for a difficult conversation
Write down the issue, the facts you can verify and the outcome you want. Identify the assumptions you should test rather than present as conclusions. Consider what the other person may need to explain.
Open with the shared purpose and a specific observation. For example: “I want us to agree a reliable handover process. The last two updates arrived after the support shift began.” Ask for the other person’s view, then explore options and agree the next step. Choose an appropriate time and private setting.
A workplace example
A handover process is causing repeated tension. Prepare one or two examples and a clear purpose for the conversation, rather than arriving with a long list of judgements about the other person.
Try this in practice
- Write your purpose and verified observations.
- Ask for the other person’s perspective.
- Agree a practical change to test.
What shared outcome can anchor the conversation?
More on conflict
Keep reading
Before ending a difficult discussion, summarise what has been agreed and what remains unresolved.
ConflictSet boundaries respectfullyDescribe what you can do, what you cannot commit to and which alternative is available.
ConflictDe-escalate a tense discussionSlow the pace and return to a specific issue.
