Train Managers to Master Difficult Conversations

• Difficult conversations can be hard to approach as they cover workplace conflicts and topics such as delivering bad news, apologizing, asking for something, and discussing sensitive subjects.
• Managers, like the rest of employees, avoid these difficult conversations because they do not have the confidence, experience, or methodology to approach them effectively.
• When managers avoid difficult conversations they negatively impact employee productivity and engagement, take up time from the human resources department, and can cost the organization thousands of dollars.

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Our Advice

Critical Insight

• When managers avoid difficult conversations, they are not fully carrying out their role as an employee with people responsibilities who is required to communicate to get things done.
• Getting managers to start facing difficult conversations and handling them effectively starts off with training and continues after the session is over with support from peers, HR, and the organization.
• The McLean & Company Difficult Conversations EASE Framework can help managers through a challenging conversation by guiding them through the appropriate pre-work, engaging the employee in conversation, absorbing the employee’s point of view, sharing their own perspective, and ending the conversation with actionable next steps and follow-up.

Impact and Result

• Decrease managers’ avoidance of difficult conversations and get them to stop freezing and giving in when it comes time to face them.
• Increase managers' success rate with handling a difficult conversation.
• Free up time for HR that can be spent on more value-added activities that positively impact the organization.