Managing the Unmanageable part 3

In part 3 of this article I've set out below are some useful phrases you can use when dealing having challenging conversations at work.

To show that you are listening

•  I appreciate your input
•  I understand what you mean 
•  I was not aware that you saw the situation that way
• Thanks for letting me have your views on this matter

Validate the employees concerns

• Much of what you say has validity, so let’s clarify some of the points 
•  I agree with many of the points you raise. Let’s discuss ways to address them

Avoid saying

• You’re wrong
• That is ridiculous
•  I think you have it good
• Then try working somewhere else

Maintain control

•  Instead of arguing the point, let’s look at steps to move forward
• So what do you think the solution is 
•  At this point, you need to be clear about a solution, not only the problem

Forward looking phrases

• Every situation has downsides, I agree. Now tell me what you think we can do about it
• Let’s look at the goals we can reach at this point
• We’ll address each of those issues when they come up

Give the employee the power

• Why don’t you think up 3 or 4 ideas, e-mail them to me and we can talk again next week
•  If you want to discuss this further, think up some ways to address the problem and let me have them

This is just a selection of useful phrases, if you can think of others send me your ideas.