21 May 2007

Discussing Undiscussables

Are your staff dressing inappropriately at work? Is personal hygiene or vulgar, offensive language becoming an issue among employees? Perhaps particular staff members are constantly late to work or rarely achieving deadlines?

All of these scenarios require direct attention, or what is known amongst managers as the ‘difficult conversation’. However, it seems that most humans are born with the natural instinct to avoid conflict at all costs, shying away from these difficult conversations and often letting issues go unaddressed.

Despite this instinct, Australian research has shown that choosing to avoid these staffing issues does not come without a cost. Exit interviews reveal that unresolved conflict is a decisive factor in over 50% of all employee departures. Furthermore, the most common reasons cited for employees leaving a company are related to poor practices in preventing and managing conflict between people at work.

The difficult conversation is an integral part of management and leadership, and must be approached with preparation and professionalism. Considering the following points may help you achieve the desired outcomes in having your next difficult conversation.

Time & place
Don’t hold the conversation during a stressful time period or after the employee has had a hard day. Furthermore, privacy is a crucial factor. The conversation should not be held in front of other staff members.

Be straightforward
State the matter to the employee in simple and straightforward terms. For example, “There are several issues which are holding you back from being successful in this company. I would like to ask you to improve…”

Reach an agreement
It is essential that the conversation is concluded with some form of agreement regarding the issue. This should involve agreeing on what the individual will do to improve their behaviour or change the situation.

Like to know more about dealing with conflict or difficult people? Visit www.managementbooks.com.au to browse titles on this subject.