Effective Communication during Difficult Conversations

ABSTRACT.

A strong interest and need exist in the workplace today to master the skills of conducting difficult conversations. Theories and strategies abound, yet none seem to have found the magic formula with universal appeal and success. If it is such an uncomfortable skill to master, is it better to avoid or initiate such conversations with employees? Best practices and evidence-based management guide us to the decision that quality improvement dictates effective communication, even when difficult. This brief paper will offer some suggestions for strategies to manage difficult conversations with employees. Mastering the skills of conducting difficult conversations is clearly important to keeping lines of communication open and productive. Successful communication skills may actually help to avert confrontation through employee engagement, commitment and appropriate corresponding behavior.

KEY WORDS.:

• Behavior
• best practices
• confrontation
• difficult conversations
• effective communication
• elevating performance
• employee engagement
• evidence-based medicine
• handling resistance
• quality improvement