Having tough conversations comes with the territory when working in human resources. These talks may center around performance issues, conflicts between colleagues, or sensitive personal matters. 

You may not want to address these sensitive topics, but you know that facing them head-on is integral to allowing the company and its team to move forward. And just like any other savvy HR pro, you know there’s a right and wrong way to go about broaching these types of topics. 

With that in mind, here are a few simple tips you can use to get better at conducting and handling difficult discussions in the workplace:

1.  Do Your Homework and Document Everything

Never approach an employee to discuss a touchy subject unless you’ve got all of the relevant details prepared. Take the time to review any documentation and information that is available to you. 

For example, if you intend to speak with someone regarding a performance issue, review their evaluations from the past year to determine whether the problems ever came up in the past. Similarly, if you are addressing a complaint about rude or inappropriate behavior, dive into the employee’s file to see whether any evidence can substantiate that claim.

Consider outlining the main points and objectives you want to address during the discussion. Doing so will help you stay on track and avoid veering into unrelated topics or, worse, getting into an argument with the person. 

You should also document the conversation, including the date and time, as well as what you discussed. And if you are concerned about the person making new allegations, bring a witness with you. 

2. Adopt a Calm and Neutral Tone

Believe it or not, your tone can mean the difference between an amicable resolution and a clash that makes the problem far worse. As such, you must approach the situation with a calm, neutral demeanor. 

Don’t be accusatory, even if there is strong evidence to suggest that the person you are speaking to did whatever they were reported for. In fact, it’s best to think of yourself as a mediator instead of an adversary. You want to understand the other person’s perspective and work toward a solution, not win an argument. 

Staying neutral and calm is especially important for situations that involve a lot of gray areas or uncertainty. You don’t want to burn a bridge with a coworker you will have to continue collaborating with. 

3. Focus on Specific Behaviors and Impacts, Not Personalities

It’s crucial to address specific behaviors and their impacts as opposed to making the situation personal. For example, don’t tell the person that they are always late. Instead, try something like, “I’ve noticed that you’ve been showing up late to meetings, which affects our team’s productivity.” 

The use of “I” statements, such as “I feel concerned when” or “I’ve observed,” helps express your feelings and observations and keeps the conversation focused on the issue at hand, not the person.

4. Listen Actively and Use Your Emotional Intelligence

Active listening is a powerful tool in any conversation. Give the other person your full attention and avoid interrupting them or formulating your response while they’re speaking. Nodding and maintaining eye contact, for instance, both show that you are paying attention, as does occasionally summarizing what’s been said. 

You need to make sure you are showing empathy, too. If the other person sees you are trying to understand their perspective and concerns, they may be more open to your suggestion for a resolution. 

5. Follow Up With Clear Action Steps 

After you’ve wrapped up the conversation, it’s essential to summarize the key points the two of you talked about. Document these details in writing and share them with all relevant parties.

Afterward, set a timeline for checking in to help track progress and address any ongoing issues. That’s a practice that not only reinforces accountability but also demonstrates your commitment to fully resolving the matter. 

Navigate Tough Subjects and HR Challenges With AssetHR

At AssetHR, we are committed to helping businesses weave their way through HR challenges with grace, kindness, and precision. We support our clients with state-of-the-art technology and a wealth of HR expertise. If you’d like to learn more about how AssetHR can help your team thrive, contact us today.

Posts that the posts are not intended to provide legal advice and that readers should consult with their attorneys on any matter covered in the article.