DIFFICULT CONVERSATIONS

Facilitated by members of the Maine Local Government Human Resources Association (MLGHRA)

MMA Municipal HR Conference June 16, 2015

• Involves negative feedback

• Sensitive issues• Could often be

emotional• Raises self-worth

issues• Confrontation/Conflict• Has potential to

damage relationships• May raise even more

issues…2

What is a “Difficult Conversation?”

A difficult conversation is any conversation that

we are anxious about having.

• Plan the conversation. What do you hope to accomplish?

• Gather your facts.• Who should be

involved?• Where will you hold it?

When?• Write documentation, if

warranted.• Reflect and prepare

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BEFORE

PLANNING is critical. Don’t miss this step!

• Open with a non-confrontational “I” statement

• Be clear and to the point regarding issue. • Stay positive - believe a solution is

possible• LISTEN to their point of view, without

making assumptions4

How to Begin?

• Stay cool! • Less is better• Focus on the issues and the goal• Check for understanding• Acknowledge what you can• Encourage participants to propose

solutions

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DURING

SAMPLE SCENARIO

It’s a small Town Hall Department of four employees, which includes the manager. Other than the rare occurrence, these employees generally do a very good job and get along pretty well. However, one staff member occasionally has some hygiene issues, which have become worse recently due to her choice of a new and very strong fragrance, applied liberally. There have been complaints from customers and co-workers this week.

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• Document immediately• Share documentation to verify understanding• Follow up on commitments made• Reflect on how it went and what you learned

from the conversation

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AFTER

LET’S CHAT…

You really have to speak with Jim, one of your employees, about disrespectful and rude behavior with customers and co-workers. Jim produces a large quantity of work, but you have observed that when he is busy with a task and is interrupted by a request from a co-worker or customer, he can be abrupt and impatient. Others in the office are clearly uncomfortable around him. Today you witnessed him snap at a co-worker.

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• Do not allow someone to refuse a conversation

• Do not delay (but take time to plan)

• Get right to the issue• Don’t cover too many

issues at once• Remember the goal• Do not take attacks

personally• Manager your emotions• Take a “pause” if necessary.

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TIPS

Let’s have some conversation about the conversations you need to

have!

Members of MLGHRA will

facilitate at each table10

YOUR TURN!

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THANK YOU FOR YOUR TIME AND ATTENTION!

HAVE THAT CHAT!

Now, GO FOR IT!

YOU CAN DO IT!

Contact Us:MLGHRAemail@gmail.com

For more info:www.MLGHRA.org