The document discusses how to manage difficult conversations at work. It provides tips for having productive difficult conversations, such as keeping conversations private, stating the purpose and desired outcome, listening and paraphrasing, using "I" and "and" instead of "you" and "but", being direct but not judgmental, preparing for negative reactions, involving the other person in solutions, and thanking them at the end. The goal is to turn something negative into a positive outcome through effective communication skills during challenges that inevitably arise at work.

1. How to Manage Difficult Conversations at Work

2. Introduction The work environment is not always rosy and bright. You may have experienced or seen others go through difficult conversations with a peer, a boss or a subordinate.

3. Business Conversations Good conversations are always pleasant and fruitful, leaving you with a feeling of accomplishment. However, this doesn't happen all the time. At work, business conversations can always end on a positive note if everyone involved has good communication skills.

4. Important Unfortunately, not all conversations can be that way. When you are faced with a difficult employee, it's like talking to a stonewall.

5. Main Tips Difficult Conversations Keep the conversation private. Select a place where you can talk to the person privately, so you prevent involving other people or increasing the size of the problem. Be in control of the conversation: State the purpose of the conversation and what you hope to accomplish in the end.

6. Listen and paraphrase.: Hear out the other person, listen attentively and rephrase what he said. Clarify the points he made. Never interrupt unless the person is taking too much time or going into a different direction. Use the words "I" and "and" instead of "you" and "but”: The word "you" can make someone feel you are criticizing or accusing him. While the word "but" can be deemed argumentative and defensive. It also negates the value of whatever was said prior to it. Main Tips Difficult Conversations

7. Be direct and never judgmental: If you have something to say, whether it is good news or bad news, say it in a clear, simple, direct and tactful manner. Be prepared for negative reactions: Be prepared to diffuse the situation by taking a breath and bringing the conversation back to the facts. Main Tips Difficult Conversations

8. Involve the person in the solution: Involving the person in problem solving will make him feel valued. Say thank you: Thanking the person at the end of the conversation shows respect for them. Main Tips Difficult Conversations

9. Next time you are faced with a difficult conversation, don't fret. Remember, difficult conversations are opportunities for you to turn something negative into something positive. It's a challenge you should be willing to face in the work place. After all, a life without challenges is uninspiring. Conclusion

10. Lico Reis Consultoria & Línguas P rof. Roberto Lico Reis www.licoreis.com [email_address] E-books: www.migre.me/oQ5 Linkedin: www.migre.me/1d9r Twitter: Licoreis