We hope and expect that, most of the time, you will feel happy and comfortable at work. However, there may also be times when you hear–or even have to participate in–difficult conversations about challenging or emotive topics. In some industries, this becomes even more likely. In customer-facing industries such as retail or hospitality, for example, you may have to have (or overhear) conversations with customers whose views differ greatly from your own.
Learning how to navigate these conversations is a vital skill for professional growth and thriving in the workplace. In today’s article, we’ll explore how to approach these difficult conversations and how to get through them professionally and gracefully.
Here are 8 ways to handle hard conversations at work.
1. Acknowledge your discomfort
It’s natural to feel uncomfortable when you’re faced with conversations that challenge your beliefs or opinions. Acknowledging this discomfort is the first step towards handling the situation well.
So, instead of avoiding or dismissing conflicting views, try to embrace them as opportunities for learning and self-reflection. Instead of rejecting someone else’s perspective, take a moment to listen critically, consider their reasoning, and identify any insights that could help you develop your own views.
2. Foster open communication
Creating a culture of open communication is vital if you want to navigate difficult conversations well in the workplace. Everyone should be encouraged to voice their opinions respectfully and without fear of judgement.
When you create an environment where diverse viewpoints are valued and heard, you lay the foundation for constructive dialogue and mutual understanding. This means that, when difficult subjects do arise or hard conversations need to be had, you will be better equipped to handle them.
Use a moment now to reflect on your current communication at work: think of a time when you worked in a team and you all had different points of view. What did you do to ensure everyone’s views were heard?
A great way to start fostering open communication is by treating others how you want to be treated. Respectfully listen to what someone has to say when they share their perspective, and they’ll know to use the same behaviour.
3. Listen actively, even to views that challenge you
Active listening–going beyond simply hearing the words someone is saying and taking the time to really understand and empathise with them–is a fundamental skill for navigating difficult conversations effectively.
This means listening to others without interrupting, recording important information, and asking questions if you need to when there’s space to speak. When someone expresses views that are very different to your own, take the time to listen attentively and try to understand their perspective fully. A key indicator that you’ve understood what someone has said is being able to tell someone what it was about clearly.
By putting empathy and openness first in your communications, you create a space where meaningful exchanges can happen and everyone can feel heard and supported.
4. Look for common ground
Even when you have a major difference of opinion, there’s often common ground to be found with the other person. So, next time you have to have a difficult conversation, focus on finding areas of agreement, shared values, or mutual objectives.
By focusing on the things you have in common rather than the ways that you are different, you can build trust and create a collaborative atmosphere with your colleagues or customers, even amidst disagreement.
5. Respond with empathy and respect
Maintaining empathy and respect for the other person is crucial during difficult conversations. Regardless of how strongly you disagree with someone, they are still a fellow human being and deserve to be approached with professionalism and courtesy.
Speak your mind, but do so kindly and respectfully. Make space for the other person to air their views, and take the time to really consider them. Never insult the other person, attack their character, or raise your voice during a disagreement.
6. Know when to walk away
In some situations, despite your best efforts, it might be necessary to walk away from a difficult conversation before you have reached a resolution. If a discussion becomes heated, unproductive, or emotionally taxing, recognising when it’s time to disengage is a valuable skill.
It’s always okay to prioritise your wellbeing and mental health, and you can always revisit the topic later if you want or need to.
Walking away from an interaction with a customer or client can be more difficult than walking away from one with a colleague. However, you are still allowed to have boundaries and to keep yourself safe. For example, if a customer is speaking abusively towards you or saying offensive things, you have the right to shut it down and end the interaction. If you are a more junior member of staff, your manager or supervisor also has a responsibility to support you in protecting yourself in this sort of situation.
7. Addressing abusive or offensive remarks
If someone says (or you hear) something truly offensive or inappropriate in the workplace, it’s important to address it quickly and assertively. You have the right to be spoken to respectfully and not to be faced with aggression, abuse, or bigotry at work.
If you feel safe and comfortable doing so, calmly but firmly tell the person that their comment was offensive and unacceptable. If the person is a colleague, loop in your manager or human resources (HR). They will be able to deal with the situation and ensure it does not happen again. If it is a colleague or client, you may need to end the interaction, ask them to leave, or enlist the help of a more senior member of staff.
8. Look after yourself
Dealing with challenging conversations is never easy, and they can be even more tricky in the workplace. It’s important to take the time to look after yourself. Take breaks when you need to, look after your body, do things that bring you joy, and spend time with your loved ones.
Self-care isn’t selfish; it is actually what allows you to show up at work as your happiest, most productive self and navigate all kinds of situations with professionalism.
Want to read more?
To find out more about communication and your relationships with other, why not explore other articles about this topic:
- Handling Difficult Conversations: Deciding When to Disagree and Disengage
- How To Learn More About Other People And Their Experiences
- How To Be More Empathetic To Other People’s Views And Experiences
- 8 Skills You Develop When You Explore Different Views
- Navigating 2024 with strength and resilience
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