CUSSA framework

Difficult conversations

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Summarise the problem

Make sure you understand both sides of the issue, by summarising what you have said and heard.

“I understand that you feel...""You know that we need ..?" "...Is this correct?”

Search for a solution

Explore what needs to happen to resolve the issue, getting a win:win outcome.

“What can you do now to avoid such issues? And how can we/I help and support you?”"How can we imrpove the situation?" "What do you need from me/us?"

Understand each other’s position

Take the time to understand each other’s position. Respect their position, and yours. Is it a real issue, or a misunderstanding? Have you got all the information? Is anything going on outside work that is affecting the behaviour?

“Is everything ok? Is there a particular reason for this behaviour?""Are you clear about what’s required of you in terms of standards?" "Is there anything outside or inside work which is having a negative or unhelpful effect on your behaviour?”

Clarify the behaviour

Focus on the behaviour, not the person, and tell them you need to have a conversation about it. For example:

“I’m concerned about the way you are dealing with colleagues and customers on the phone at the moment. You appear to be quite short tempered and impatient. Can we have a talk about this?”

Agree the way forward

Get an agreement. Make sure it is stated clearly and if necessary, write it down.

“Just for the purpose of clarity, I agree to.. and you agree to... ”"Let's set some targets together to ensure we move forward..."