Whether it’s addressing a sensitive topic with your team or confronting an employee about a problem at work, difficult conversations are a fact of work life, and they can be uncomfortable and even downright intimidating. To approach them more constructively, start from a foundation of trust. Building trust requires vulnerability, honesty, and an explicit goal of mutual respect. When trust is missing, people are more defensive, less willing to communicate honestly, and less likely to take responsibility for their actions, which can lead to prolonged conflicts and make it even harder to find resolution. Next, understand that, as a leader, you wield a lot of power. Especially in the context of difficult conversations, that power can incite fear in your employees, creating a toxic work environment that erodes trust, stifles creativity and innovation, and even leads to turnover. Approach these conversations with self-awareness, humility, and a soft touch, but don’t obscure your feedback. Be straightforward—and respectful—when something or someone needs improvement. Sugar-coating can be confusing and undermine your authority. Finally, own up to your mistakes sincerely. Few things are more corrosive to trust than an insincere apology. When you apologize, express remorse, take responsibility for your actions, and commit to making things right.
This tip is adapted from “How to Make Difficult Conversations Worse, as Seen on ‘Succession,” by Francesca Gino
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