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Professional Focus: Managing difficult conversations


Publication date:

19 May 2020

Last updated:

19 May 2020


Professional Focus, Peter Freeth

In any business, things sometimes do not go according to plan. People make mistakes, the working environment changes, people change and of course managers have to give feedback to help keep everything running smoothly.

Sometimes, those feedback conversations are easy, usually when there's good news to be shared. Potentially more important are the conversations where results or behaviour need to be set back on the right track, and managers often avoid these conversations because they are 'difficult'. You already know that delaying the feedback does not change it, and often makes the situation even worse. On the other hand, when can you find the right time, when the right time never comes?


Learning Objectives:

  • Discover what can make workplace conversations 'difficult'
  • Understand the difference between subjective and objective feedback
  • Learn to structure and deliver constructive feedback that preserves the working relationship


This document is believed to be accurate but is not intended as a basis of knowledge upon which advice can be given. Neither the author (personal or corporate), Society of Claims Professionals or Chartered Insurance Institute, or any of the officers or employees of those organisations accept any responsibility for any loss occasioned to any person acting or refraining from action as a result of the data or opinions included in this material. Opinions expressed are those of the author or authors and not necessarily those of the Society or Chartered Insurance Institute.