Difficult Conversations for Colleagues

This advanced-level program presents a clear framework to guide colleagues through difficult conversations about common workplace issues and conflicts. It is unique in that each Snippet builds upon the last, showcasing the importance of every step of the process, from articulating boundaries and expectations all the way to co-creating an action plan. This program was co-created with Brian McDougall who successfully implemented this framework as Senior Director of Human Resources at Mazda Canada Inc.

TOPIC: Collaboration

LEVEL: Advanced

Key Concepts

Self-reflection when emotions run high
Conversation planning
Emotional vs. informational challenges
Moving toward outcomes and solutions
Restorative justice in the workplace

Core Skills & Behaviours

Prepare and self-reflect: By reflecting on the goals of a conversation, colleagues can identify and process any strong emotions in order to approach the conversation calmly and with intention. Considering the timing, the setting, and the tone of the conversation is also key to success.
Objectively describe the situation: To begin any difficult conversation, it’s important to clearly state the situation, the specific actions or behaviours and their impacts on the team. This should be done without blame.
Listen and respond: In difficult conversations, colleagues can listen with an open mind and explore the other person’s perspective. When a disagreement arises, listeners should determine whether its basis is emotional (solved with empathy) or informational (solved with facts).
Steering toward solutions: Based on what the conversation has revealed, colleagues can use key questions to focus on solutions or next steps.
Restore relationships: By being aware of the larger relational picture and asking thoughtful questions, colleagues involved in a conflict can help restore productive relationships.

	Snippet Title	Topic Covered
1	Late Again	Shows that setting clear expectations and boundaries at work can give us the courage to address small issues before they grow or cause resentment.
2	I’ve Had It	Encourages learners to make an emotional plan before a difficult conversation. Considering our emotional responses, our personal “buttons”, and our expectations can help frame a healthier conversation.
3	He Did What?	Shows that difficult conversations require preparation and establishing facts. Facts are not always presented, but they can guide and clarify the conversation and increase the speaker’s confidence.
4	The Blame Game	Emphasizes the importance of setting the tone for difficult conversations. This includes considering the person above the problem and choosing a helpful time, venue, format, and level of formality.
5	So Many Questions	Illustrates the importance of starting a difficult conversation with a concise, open question. This type of question allows the person to freely share their perspective without defensiveness or confusion.
6	Facts Don’t Lie	Prompts learners to notice whether challenges are informational or emotional during a difficult conversation. Shows that emotional challenges should be met with empathy rather than with fact-based answers.
7	Vandana’s Venting	Demonstrates the importance of empathic listening during a difficult conversation, once the behaviour and its impacts are established.
8	On Edge	Emphasizes the solution-building role of a difficult conversation. Provides strategies and verbal cues to help the learner turn the conversation toward solutions.
9	The Fallout	Asks learners to view difficult conversations in a broader relational context and to focus on restoration, repair, and reintegration as the conversation comes to a close.
10	Now What?	Points to the importance of ending every difficult conversation by setting goals and making a follow-up plan. Solutions and positive feelings do not mark the end of the conversation.

Difficult Conversations for Colleagues

TOPIC: Collaboration

Book a demo to learn:

NEWSLETTER

Try Learning Snippets FREE