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Handling Difficult Conversations by Cindy Stradling CSP, CPC

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Handling Difficult Conversations by Cindy Stradling CSP, CPC

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1048 Views

May 27, 2014

As a leader, there will inevitably be times when you must handle a delicate situation with an employee or customer. These are never easy, and can strike fear in the heart of even the most seasoned leader. However, when you follow a few simple challengingconversationspreparation steps, you can lessen your own trepidation about the situation and help ensure that the news you’ll be communicating is received in the most positive way possible. These steps can help you do a better job at delivering bad news, as well as helping you to feel less stressed about this part of the job.

1.   Keep your cool. Don’t have a difficult conversation when you’re angry. It is better to put the conversation off until you have a cooler head. First of all, you are more likely to put the situation in perspective if you have a little time. By the time you’re ready to have the conversation you may have realized that the situation isn’t as dire as you originally thought. Plus, when you have a conversation with a cool head, you will look far more credible to the person you’re talking with. In particular, do not discuss bad news with a customer when you are emotional about the situation.

2.   Put the good with the bad. Never deliver all bad news. This is particularly important when you are coaching an employee regarding poor job performance. No employee is all bad, and it is important to reiterate the good things an employee does when you are delivering bad news. Otherwise, you risk morale decreasing and an employee become paralyzed and unable to continue to perform.

3.   Have the facts. Be sure you have documentation to support your case. This gives you credibility and helps decrease the chances that you look like a “hothead”.

4.   Offer a solution. When you can say “we can do this instead” to a customer, or “you should try this” to an employee, you are able to end your conversation on a positive note. Giving concrete ways that the bad situation can be improved or reversed helps the other party see a way of handling the problem, rather than leaving them feeling as though the situation is an impossible one.

Difficult discussions are often the most dreaded part of a leadership job. But, unfortunately, these are inescapable. Being prepared, being cool headed and offering a solution to the problem can help you turn a bad situation into one that creates significant improvement in your organization.

authentic communication, communication programs, difficult conversations, effective communication, Handling difficult conversations and confrontation
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Cindy Stradling

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Our Clients Say

We have had the pleasure of working with Cindy Stradling to source several top notch consultants to assist us with the design and delivery of a variety of Learning and Development and HR Programs. This this successful collaboration we have truly appreciated Cindy's very high standards for members of her network, the drive and energy she brings to her work and most importantly her strong commitment to understanding and meeting the needs of her clients.

Deborah A. Fillippe, CHRL VP Human Resources Kenaidan Contracting Ltd.

Cindy has been a terrific resource to Metro! She met with us to clearly understand our needs then provided us with a shortlist of top-quality trainers for us to meet. The whole process was simple and seamless, and it saved us a lot of time in sourcing companies with specific skill sets. She's a pleasure to work with.

Gary Grant, CHRL Director, Talent Management and Training Metro Inc.

Cindy provides a very progressive and engaging training environment. We have seen her successfully provide solutions to companies and individuals from all sectors, from the sophisticated to entry level. The integrity she applies to all aspects of her business is beyond reproach.

Al Diggins President and GM Excellence Manufacturing Consortium

Cindy has been engaged by Express Scripts Canada to provide Presentation Skills training to our management team. Cindy's expertise in this area has been invaluable in supporting our leaders with their leadership development in their presentation styles.

Anthea Gomez Director, Human Resources & Corporate Services Express Scripts Canada

Cindy is the epitome of positive energy! I didn't just work with Cindy at Duplium; I continue to keep in touch with Cindy because she is a wealth of knowledge and always a delight to catch up with. If you need something or someone, just ask her, she will get it done! She embodies the unique combinations of integrity, commitment and resourcefulness. Thank you Cindy for all the times you gave me just what I needed!

Susan Orenbach Senior Human Resources Professional

We engaged Cindy to help us develop a leadership training program and provide our management with one on one coaching. Cindy's professionalism, ability to understand our challenges and develop an innovative, cost effective training program in a timely manner was truly impressive. I recommend and welcome the opportunity to work with Cindy.

Marina Lichtenberg National Manager, Talent Acquisition Canon Canada - "Your gateway to a dynamic career with Canon"

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