With changes to the legal framework around workplace flexibility, and other potential impacts of the changing landscape within the APS, there is more pressure on HR professionals to have difficult conversations.
While difficult conversations can often be uncomfortable, avoiding these conversations may lead to discomfort and anxiety. By approaching the conversation the right way, you can help employees better understand a situation, actively listen to their concerns, and seek a solution.
When preparing for a difficult conversation, it’s important to clarify what your ideal outcome would be for yourself, and the other person involved. You could challenge your assumptions on the outcome, what you believe their intent is, and reflect on what you know about yourself, them, and the situation. Additionally, ensuring you have a positive mindset before having the conversation can change the overall tone and attitude of the situation completely – make sure you take the time for self-care to bring your best self forward.
The following steps are a useful framework for dealing with challenging conversations in a more formal setting. If you are having a more informal chat with an employee, you may wish to use the same structure but adopt a more conversational and relaxed approach.
While difficult conversations are often an inevitable part of being an HR professional, doing your best to prepare can assist in managing the situation and encouraging an effective and productive conversation.
- Set the right tone: Remember to focus on the issue and not the person and maintain a calm and approachable demeanour. If appropriate, remind all parties of the expectation that the conversation will be confidential unless there is a genuine need to inform any other parties.
- State what the issues are and give evidence: Be open about your knowledge of the situation, and give specific examples (dates, documents, specific interactions) to support that. By sticking to the facts and explaining the impact of the situation, you can have a more targeted approach and provide clarity regarding the issue.
- Actively listen to what they have to say: Be empathetic and don’t jump to conclusions. Let them have their say and rephrase the issues to show your understanding. This is an opportunity to work through problems by collaboratively exploring issues and solutions and discussing options to resolve the situation.
- Control the conversation and agree on a way forward: Avoid a circular conversation, discuss the options and appropriate actions required to resolve the issue. While working towards a resolution, it’s important to keep communication channels open. This allows them to feel comfortable approaching you for further discussion and follow up.
- Remain professional: Don’t take the interaction personally. Sometimes you may not reach a mutually acceptable resolution, but expectations may still need to be set.
- Follow through: Ensure you follow up on any commitments and provide appropriate referrals for assistance (EAP etc.)