Conversations
Do's and Dont's of DIFFICULT Conversations
#BrillianceBrief.com #JustinWright
- Lead with Empathy
Do: Start by acknowleding their feelings and showing you care
Don't: Dive straight into criticism or blame - Stay Calm, Not Combaite
Do: Keep your tone steady and take a breath before responding
Don't: Let frustration or adrenaline take over
- Prepare, but Stay Flexible
Do: Outline key points and possible solutions ahead of time
Don't: Stick to a rigid script that ignores their perspective
- Ask to Understand
Do: Use open-ended questions to get their view
Don't: Ask loaded questions that push them into a defensive corner
- Really Listen
Do: Give them your full attention - eye contact, nodding, mirroring what they say
Don't: Check your phone, zone out, or just wait for your turn to speak
- Own Your Emotions
Do: Acknowledge how you feel, but keep it in check
Don't: Play the victim or try to guilt them to your side
- Respect, Don't Diminish
Do: Validate their perspective, even if you don't agree
Don't: Dismiss their concerns or talk down to them
- Be Clear & Direct
Do: Use real examples when addressing issues
Don't: Generalize or exaggerate
- Focus on Solutions
Do: Work together to find a way forward
Don't: Dump the problem on them without suggesting a fix
- Set Boundaries
Do: Be clear about what you can and can't commit to and why
Don't: Say yes out of guilt or overpromise what you can't deliver
- Give Real Appreciation
Do: Acknowledge their efforts before suggesting changes
Don't: Use fake praise just to soften criticism
- Apologize when Needed
Do: Own your mistakes and explain how you'll fix them
Don't: Give half-heared apologies ("sorry you felt that way")
- End with a Clear Next Step
Do: Agree on actions and follow-ups before wrapping up
Don't: Leave things vague and unresolved
- Reflect and Improve
Do: Take a moment to review what work and what didn't
Don't: Assume it's over and repeat the same mistakes next time