Structure tough conversations for better problem solving

No good leader avoids difficult conversations, but it is easier to structure the dialogue around six stages and some simple ground rules. This method ensures that the conversation doesn’t become circular and that new perspectives on the problem emerge, bringing you closer to a solution. Read on for inspiration.

Workload too great, high levels of sickness, absence, or lack of cooperation in the workplace; it can be challenging to discuss workplace problems to make everyone feel heard while contributing to constructive change. Therefore, conversations about problems should be managed to create new opportunities and gain an understanding of each other’s perspectives, so that the difficult conversations don’t drift off in unhelpful directions. As a manager, using a tested conversation structure will give you more room in the dialogue to talk about difficulties constructively, and benefit all parties.

The so-called dialogue model is well suited for discussing problems in your team or department. The model ensures that the dialogue is guided so that employees don’t go off-topic. Instead, you work together through a set of perspectives on the challenge or issue you want to tackle.

The six conversation phases

The dialogue is structured around six set phases and is supported by six simple rules for the conversation. The phases should be discussed together, with about 15 minutes allocated to each phase.

The model requires that you, as the meeting leader, manage expectations. You need to tell participants that they’re invited to a joint session where you will discuss a specific and set topic. The session will be similar to a brainstorming session, with all participants contributing while following a clear dialogue structure and providing several views on a topic.

Following these six phases, you will know how to progress with the conversation and have the confidence to deal with discussions and any disagreements that may emerge.

Rules of play for difficult conversations

In addition to the six dialogue stages, it’s important to establish ground rules before the conversation starts. All participants should know the ground rules before the session begins:

• All participants should have the opportunity to contribute
• All input is welcome
• Write down all the contributions to the conversation
• Only address the phase you are in
• Never go back to previous phases once you have moved on to a new phase
• Only use the time allocated. So, when the time is up, move on to the next phase

When you know the six phases and the rules of the game, difficult conversations are a little easier for you and the other participants in the dialogue.

*Grønbæk and Pors, 2017, Dafolo Forlag

An alternative version of the article was previously published on lederweb.dk