Top Tips for Tackling
Difficult Conversations
Clive Lewis OBE DL
NHS Employers
Equality & Diversity Session
February 2015
Strategic Health Context

Do more to tackle the root causes of ill health. Action needed on obesity,
alcohol and other major health risks.

Commit to giving patients more control of their own care, including the
option of combining health and social care, and new support for carers and
volunteers.

Change to meet the needs of a population that lives longer. Break down the
boundaries between family doctors and hospitals, between physical and
mental health and between health and social care.

Action needed to develop and deliver the new models of care, local flexibility
and more investment in our workforce, technology and innovation.
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Operational Health Context

Local Health Community discussions

Job Plans

Re-admissions rates

A&E 4 hour wait

Safety

Sickness & Absence

Performance

Seven Day Working
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Difficult Conversations Survey

Over 200 managers tell us why they dodge difficult conversations

97% are concerned about stress caused

Over 80% are concerned about an angry response

80% believe difficult conversations are a part of their role

But more than half lack the training and experience to tackle difficult
conversations
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Difficult Conversations Survey

Top 10 Influencing Factors on Your Choice

Concern about associated levels of stress for the other person – 97.4%

Concern about damaging others self esteem – 94%

Concern about causing upset – 92.3%

Recognition that expectations were not made clear enough – 90.6%

Concern about being fair – 84.6%

Concern about an angry response – 80.3%

Concern about permanent or long term damage to the relationship – 79.5%

Concern about short term awkwardness in the relationship – 78.6%

Concern you may have got the wrong end of the stick – 77.8%

Hadn’t gathered sufficient evidence to tackle the issue – 77.8%
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Difficult Conversations
Reckless
Tackling
Tackling
Dodging
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Top Fears about Tackling Difficult
Conversations
1.
2.
3.
Fear of other person’s
response
Fear of litigation or other
action
Fear of the time required to
deal with it
Fear of the other person’s
verbal dexterity
5. Fear of where it will go
6. Will the organisation back
you?
7. What if I’m wrong?
4.
In 2013, Globis published ground-breaking research into the
reasons why managers dodge difficult conversations.
Visit www.tacklingdifficultconversations.com to request your
copy of the report.
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Top Consequences of Avoiding
Difficult Conversations
1.
Problems continue
2.
Problems get worse
3.
Damaged relationships
4.
Impact on business outcomes
5.
Person does more harm to
themselves, pupils, colleagues
or school reputation
6.
Viability of the organisation
7.
Impact on Patient safety
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Top Tips when Preparing for
Difficult Conversations
1.
Establish the facts
4.
Consider the bigger picture
2.
Schedule the conversation
wisely
5.
Choose the right location
6.
Plan enough time
3.
Seek advice from a trusted
colleague
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Top Tips for Handling Emotional
Responses
1.
2.
Put it into perspective –
becoming angry, upset,
defensive is common
“Would you like me to give
you a few moments before
continuing?”
3.
Stick to the facts
4.
Say nothing
5.
Be careful of histrionics
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Difficult Conversations Video Clip
Difficult Conversations Video
0330 100 0809
[email protected]
www.tacklingdifficultconversations.com
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