Difficult conversations are an inevitable part of professional life. While they can be uncomfortable, these discussions are often essential for resolving conflicts, maintaining productivity and fostering a positive work environment – that’s why they are often referred to as crucial conversations.

At 1948, we equip clients with the skills to approach even the most challenging conversations with empathy, integrity and confidence. These conversations can cover a diverse range of topics, but certain themes tend to arise most frequently in business settings.

Performance Reviews and Feedback

One of the most common difficult conversations in the workplace involves providing performance feedback. Whether you’re a manager giving constructive feedback or an employee receiving it, performance conversations can be challenging, particularly when they are about underperformance. Managers may find it difficult to deliver feedback without demotivating the employee, while employees may struggle to hear criticisms of their work. Balancing honesty with empathy is key, as well as framing feedback in a way that emphasizes growth and improvement rather than focusing solely on shortcomings.

Conflict Resolution

Conflict among team members is inevitable in any workplace. Disagreements over work styles, goals, personalities or communication approaches can lead to tension and disrupt productivity. Addressing these in a timely and respectful manner is crucial to maintaining a positive team dynamic. A difficult conversation might involve addressing a team member’s behaviour or mediating a disagreement between colleagues. These conversations require strong communication skills, as both sides need to feel heard and respected to reach a resolution.

Salary Discussions

Conversations about salary are often a source of anxiety for both employees and managers. Employees may feel they deserve a raise or promotion but fear their request will be denied. On the other hand, managers may be uncomfortable discussing salary restrictions, budget cuts or performance-based pay adjustments. These conversations require transparency, clarity and fairness. Employees need to understand the reasoning behind salary decisions, and employers must clearly communicate the company’s policies and any factors affecting salary increases.

Delivering Bad News

Managers may sometimes need to deliver bad news, such as announcing layoffs, restructuring or significant changes to the company’s direction. These conversations can be extremely difficult as they often evoke strong emotional responses from employees. In these cases, it’s important to approach the conversation with empathy and to offer support or resources where applicable. Providing as much transparency as possible and explaining the reasons behind the decision can help employees process the information more effectively.

Preparing for a Difficult Conversation

When preparing for a challenging conversation, it’s essential to plan what you’re going to say. While I don’t typically guide clients on the specifics of their message, I do help them refine its content. I always encourage them to consider the person they’ll be speaking with: What kind of language or words do they use? What is their personality type? What other factors should be kept in mind?

But the planning doesn’t stop there. Equally important—if not more so—is practicing how you deliver your message. Your tone, body language and pacing can convey a completely different message, and mastering these elements can make all the difference in the conversation.

In addition to planned conversations, there are times when discussions arise unexpectedly, leaving no time for preparation,and it’s often these impromptu conversations that can take an unintended turn. Our difficult conversations training helps individuals recognize that conversations don’t simply go wrong – they can falter for a range of reasons. These include the mindset and emotions of those involved, the words chosen and even body language. By understanding these factors, individuals can navigate conversations more effectively, ensuring they stay productive and on track.

By Simon Coleman, actor, performance coach and cofounder of 1948

Get in touch if you’d like to become an expert in managing difficult conversations in the workplace and beyond. You’ll find more information here.