Leaders can engage in a difficult conversation if they are prepared. Some points to keep in mind for this are-

• Keep the conversation professional by focusing on behaviour and facts.
• Be specific and clear. Use examples.
• Speak in a calm manner.
• Use ‘I’ statements, for example ‘I sense that...’, ‘I feel that...’
• Acknowledge the other person's feelings and view of the situation.
• Actively listen to the other person without judging.
• Ensure you understand what the other person has said. Repeat back what the other person has said and check with them if you have heard it correctly.
• Accept some responsibility if appropriate: for example, ‘Maybe I didn’t make my expectations clear at the beginning, I apologise.’
• Come up with a solution together. If the other person doesn’t have solutions, propose a solution and ask for their thoughts. Offer support
• Clarify the takeaway message
• If appropriate and needed, agree on a review date to follow up. Consider if is it appropriate to formalise next steps, goals, commitments, and timeframes?