Communication essentials

Difficult conversations

Stay direct and constructive when the topic carries tension or uncertainty.

A practical starting point

Three principles to take into the conversation

  1. 1

    Prepare the outcome you want without scripting the other person.

  2. 2

    Name the issue calmly and early instead of circling it.

  3. 3

    Separate what you observed from the story you formed about it.

Try this opening

“I want to discuss something important, and I’d like us to find a workable way forward.”

Adapt this opening to your situation and say it in your own words.

Prepare in a few minutes

  • Write down the outcome you want from the conversation.
  • Separate what you observed from what you assume.
  • Choose one point the other person needs to understand.
  • Plan a question that makes room for their perspective.