Business Communication & Digital Workplace · Intermediate level

Intermediate level · Module 4: Conflict Resolution · Lesson 2 of 3

Difficult Conversations

Raise hard issues respectfully and productively.

In this lesson you will

  • Plan a difficult conversation
  • Use I-statements and listening

Key concepts

preparationI-statementslisteningagreed actions

The lesson

Prepare: purpose, facts, your feelings and what you hope will change.

Use I-statements — 'I was worried when the report was late' — rather than accusations.

Listen to the other side, look for solutions together and agree actions.

Step by step

  1. Plan the conversation.
  2. Write I-statements.
  3. Role-play.
  4. Agree actions.

Practice activity

Plan and role-play a difficult conversation.

Expected result: A respectful conversation with agreed actions.

Check your understanding

  1. Give an example of an I-statement.

    Show answer

    'I was worried when the report was late.'

  2. What should a difficult conversation end with?

    Show answer

    Agreed actions.

Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.