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 solutions. 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

Core Skills & Behaviours

Prepare and self-reflect: Reflect on the goals of a conversation and identify and process any strong emotions in order to approach the conversation calmly and with intention. Consider the timing, the setting, and the tone of the conversation.
Objectively describe the situation: State specific facts, behaviours, and impacts clearly and without blame to establish a neutral foundation for conversation.
Listen and respond: Listen with an open mind and explore the other person’s perspective. When a disagreement arises, determine whether its basis is emotional (solved with empathy) or informational (solved with facts).
Steer toward solutions: Ask targeted, constructive questions to shift focus from conflict toward actionable resolution and next steps.
Restore productive relationships: Maintain awareness of the broader relational context and ask thoughtful questions to repair trust and rebuild effective working dynamics.

	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

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