Handling Difficult Conversations

Handling Difficult Conversations

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In the world of work, lots of different personalities must come together to make an effective team. Realistically, not everyone will always get along and there can be friction between team members. During your career, you’ll have to handle some difficult conversations. There are six things you should try to remember if you encounter a difficult, awkward or heated situation with a colleague:

• Be assertive - Once you are sure that something needs to be communicated then do so in an assertive way. You shouldn’t back down or change your mind mid-conversation unless of course there is a good reason to do so.

• Be empathic - Put yourself in the other person’s shoes and think about how you would feel about what you are saying. Give others time to ask questions and make comments.

• Be prepared to negotiate - Difficult situations require a certain amount of negotiation, so you must be prepared for this. When negotiating, aim for a compromise in which all parties can benefit.

• Use appropriate verbal and non-verbal language - Speak clearly, and avoid speaking jargon that the other party may not understand. Eye contact is reassuring, as is sitting or standing in a relaxed way. Avoid deliberate confrontational language or body language.

• Listen - When stressed, we don’t listen well. Try to relax and listen carefully to the views, opinions and feelings of the other party, and use positive body language to reinforce the fact that you are listening.

• Stay calm and focused - take some deep breaths and try to maintain calm - others are more likely to remain calm if you do. Keep focused on what you want to say, and don’t be pulled into pettiness or arguments.