Difficult Conversation Plan - Having A Business Mindsets That Works Through the Highs & Lows

Do you have a DCP? (Difficult Conversation Plan)

This topic has come up a few times recently with my clients—how to set up and have tricky conversations with different team members.

I have a complete plan that I share and go through step-by-step with them.

If a team member is struggling for whatever reason, it usually falls into one of two categories:

• Is the dip in performance due to a lack of skill, or
• Is it an attitude issue?

When planning a difficult conversation, it's important to approach it with clarity, empathy, and a structured plan. Below is a step-by-step guide to help navigate the process.

1. Define the Purpose

• Objective: Clearly define what you want to achieve from the conversation. Be specific about the issues that need addressing and the outcome you desire.
• Examples:Resolve a conflict.Provide constructive feedback.Address unmet expectations.

2. Prepare Your Points

• Key Issues: List the main points you need to discuss. Focus on facts, not emotions or assumptions.
• Examples:“I’ve noticed that deadlines are being missed, and it’s affecting the team's performance.”“There has been a consistent issue with communication that needs to be addressed.”

3. Anticipate Reactions

• Possible Responses: Think about how the other person might react (defensive, emotional, dismissive, etc.).
• Preparation: Plan how you will respond to these reactions calmly and constructively.
• Examples:If they become defensive: “I understand this might be hard to hear, but my intention is to find a solution together.”If they get emotional: “I can see this is upsetting. Let’s take a moment and continue when you're ready.”

4. Choose the Right Setting

• Environment: Pick a neutral, private space where you can talk without interruptions.
• Timing: Choose a time when both parties are likely to be calm and focused.

5. Start with Empathy

• Acknowledgement: Start the conversation by acknowledging the other person’s perspective or situation.
• Examples:“I appreciate all the hard work you’ve been putting in, and I know things have been challenging lately.”“I understand that this might be a difficult conversation, but it’s important we address this.”

6. Address the Issue Directly

• State the Issue: Clearly and concisely state the problem or concern.
• Examples:“I need to talk to you about the missed deadlines and how they’re affecting the project.”“There’s been some tension in the team, and I think it’s important we discuss it openly.”

7. Listen Actively

• Encourage Dialogue: Give the other person a chance to share their side. Listen without interrupting.
• Clarify and Reflect: Summarise what they’ve said to ensure understanding.
• Examples:“I hear you saying that the workload has been overwhelming. Let’s explore how we can manage this better.”“It sounds like you’re feeling frustrated by the recent changes. Can you tell me more about that?”

8. Collaborate on Solutions

• Problem-Solving: Work together to find a solution or path forward. Involve the other person in the process to ensure buy-in.
• Examples:“What can we do to ensure deadlines are met moving forward?”“How can we improve communication to avoid misunderstandings in the future?”

9. Set Clear Expectations

• Next Steps: Clearly outline the actions that need to be taken after the conversation.
• Accountability: Agree on who is responsible for what and set a timeline for follow-up.
• Examples:“Let’s agree to check in weekly to review progress on this.”“I’ll send you a summary of our discussion and the steps we agreed on.”

10. Follow Up

• Check-In: Follow up after the conversation to ensure that agreed actions are being taken and to address any further concerns.
• Reinforce: Offer support and reinforce positive changes or progress.

Final Tips

• Stay Calm: Maintain a calm and composed demeanour throughout the conversation.
• Be Honest: Be truthful but tactful in your communication.
• Show Respect: Treat the other person with respect, regardless of the difficulty of the conversation.
• Focus on the Future: Once the issue has been addressed, shift the focus towards moving forward positively.

By planning and executing the conversation with these steps, you can increase the chances of achieving a constructive and positive outcome.

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Business Mindsets is a specialised coaching and consulting service dedicated to helping business owners, leaders, and teams transform their approach to business through the development of a strong and effective "business mindset." We focus on unlocking greater profit and sustainable growth by:

• Identifying and overcoming limiting beliefs.
• Optimising leadership strategies.
• Enhancing team dynamics.

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Whether you're looking to improve leadership effectiveness, enhance team collaboration, or achieve better financial outcomes, Business Mindsets provides the tools and guidance needed to thrive in today’s competitive business environment.

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