Opening a Tough Conversation

Connect learning to your work

A practical place
to begin.

Start a difficult discussion with a clear purpose

The opening of a sensitive conversation can either make the issue easier to examine or push both people toward defending themselves. This Skill Lab focuses on preparing a brief, factual opening and a question that leaves room for another perspective. It is useful when a workplace issue has become easy to postpone.

Imagine an illustrative disagreement about repeated changes to a shared document. Describe a specific occurrence and its effect on the work. Avoid words such as always or never unless they accurately describe the facts. State what you want the conversation to resolve, then invite the other person's account.

Rehearse a different response

Practice what you would say if the other person disputes your interpretation or brings new information. Acknowledge what you heard, ask a clarifying question and return to the practical issue. Decide whether the conversation needs a pause or another person with relevant authority. Use a general scenario that is appropriate for professional practice. The exercise prepares the beginning of a constructive discussion; formal complaints or matters governed by organizational procedures should continue through the appropriate channels.

Topics to explore

Your learning focus.

Start where you are

Who it’s for.

Professionals preparing for a sensitive workplace discussion

Bring a workplace situation you want to approach differently. We can discuss your experience, priorities and the support that would be useful before agreeing on delivery.

Learning that fits your context

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