Difficult Conversations Skill

A structured framework for approaching challenging workplace conversations including conflicts, performance issues, sensitive feedback, and emotionally charged discussions.

When to Use This Skill

• Preparing for a challenging conversation with a colleague
• Addressing performance issues with a team member
• Delivering difficult feedback to a peer or manager
• Navigating conflict between team members
• Discussing sensitive topics (salary, promotion, termination)
• Handling emotional or defensive reactions
• Following up after difficult discussions

Core Framework: Preparation-Delivery-Followup

Difficult conversations succeed or fail based on three phases:

Phase 1: Preparation (Before)

Purpose: Set yourself up for a productive conversation

1. Clarify the Issue

   • What specifically happened? (Observable facts only)
   • What is the impact? (On you, team, work)
   • What do you need to change?

2. Check Your Emotions

   • What am I feeling? Why?
   • Am I calm enough to have this conversation?
   • What might trigger me during this conversation?

3. Consider Their Perspective

   • How might they see this situation?
   • What constraints or pressures might they have?
   • What do they care about that I can acknowledge?

4. Define Your Goal

   • What outcome do I want?
   • What is the minimum acceptable result?
   • What am I willing to compromise on?

Phase 2: Delivery (During)

Purpose: Have the conversation effectively

1. Open Neutrally

   • Start with facts, not judgments
   • Express intent to understand, not accuse
   • Create psychological safety

2. Share Your Perspective

   • Describe behavior, not character
   • Focus on impact, not intention
   • Use "I" statements, not "you always"

3. Listen Actively

   • Ask clarifying questions
   • Acknowledge their viewpoint
   • Look for shared interests

4. Seek Resolution

   • Propose specific actions
   • Agree on next steps
   • Set check-in timeline

Phase 3: Followup (After)

Purpose: Ensure lasting resolution

1. Document Agreements

   • What was agreed?
   • Who does what by when?
   • How will you measure success?

2. Check Progress

   • Follow up as promised
   • Acknowledge improvements
   • Address continued issues promptly

3. Maintain Relationship

   • Separate issue from person
   • Rebuild trust over time
   • Watch for regression

Key Principles

Separate Impact from Intent

What happened: Observable behavior What I felt: Your emotional response What I assume: Their intention (often wrong)

Focus conversation on behavior and impact, not assumed intentions.

The SBI Model

Situation: When and where did this happen? Behavior: What specifically did they do/say? Impact: What was the effect on you, the team, or the work?

Managing Emotions

When to Escalate

Escalate when:

• Safety is at risk
• Legal issues involved
• Repeated conversations haven't worked
• Power dynamics prevent resolution
• You need documentation

Conversation Types

Performance Feedback

• Lead with specific examples
• Connect to expectations/standards
• Focus on future improvement
• Offer support and resources

Conflict Resolution

• Hear both sides separately first
• Identify underlying interests
• Look for win-win solutions
• Document agreements

Sensitive Topics

• Choose private, neutral setting
• Allow time for processing
• Be direct but compassionate
• Respect confidentiality

Receiving Feedback

• Thank them for feedback
• Ask clarifying questions
• Don't defend immediately
• Reflect before responding

References (Load When Needed)

Detailed Frameworks

• Conversation Framework: Complete three-phase framework with scripts and examples
• Preparation Template: Worksheet for preparing before difficult conversations
• Delivery Scripts: Opening lines, response handling, reframing techniques
• Emotional Regulation: Managing your own emotions before and during

See Also

• feedback-mastery skill - SBI feedback model (overlaps but more feedback-focused)
• professional-effective-communication skill - General communication patterns

Example Scenarios

Scenario 1: Addressing Missed Deadlines

**Issue:** Team member missed 3 deadlines in past month
**Impact:** Project delayed, others blocked
**Goal:** Understand root cause, agree on prevention plan

**Opening:** "I wanted to check in about the recent deliverables. I've noticed
the last three have come in past deadline, and I'd like 

...