Difficult conversations can happen with customers, employees or colleagues, and stress or anxiety sometimes can lead to saying the wrong thing.
Harvard Business Review highlights five common mistakes to avoid during a tough conversation.
- Do not assume your perspective is obvious. Using phrases such as “clearly,” “obviously” or “without a doubt” are likely to insult your counterpart.
- Do not exaggerate. Avoid statements that start with “You always…” or “You never…” They are rarely true.
- Do not challenge an individual’s character or integrity. If you say someone is “unprofessional,” “wrong” or “unethical,” you just will make the person defensive.
- Do not tell others what they should do; should statements make people feel judged. Instead, try saying “You might consider...,” “One possibility is...” or “Have you thought of...?”
- Do not say “It’s not personal.” Even when it is not personal to you, it might be for the other person.
