Prepare before the meeting
- Set an agenda what will be discussed and follow it as closely as possible.
- Extract examples of where contention was present
- Explain how it affected others
- Consider different perspectives
- Be neutral
Use the Sandwich Approach when criticizing
Transclude of Sandwich-Approach
Structuring the conversation
- Be calm, start with a clear opening
- Set ground rules
- Be what you want the other person to be. Stay calm and listen
- Set some rules for communication
- Make sure everyone is heard
- Address the problematic behavior directly and specifically
- Focus on solutions and expectations.
- Take action
- End on a positive note
Navigating difficult moments
- Stay calm, stay calm, STAY CALM.
- Acknowledge emotions
- Redirect focus to behavior and impact if the conversation veers into personal attacks or blame-shifting.
- Know when to pause or end the conversation. If things get too heated or unproductive, pause or reschedule.