Doling out praise is easy, or at least it should be. Those on the receiving end almost always take good news well. Having a difficult conversation, providing constructive criticism, discussing errors, or addressing adversarial or unprofessional interpersonal relationships is far more difficult.
A good leader can optimize a painful discussion. It is always important to remember that a good outcome will not necessarily be good for everyone involved in the immediate term. In some cases, a good outcome for a practice could mean the termination of an employee. In other cases, an employee may be reprimanded or demoted. These are extremely difficult conversations. When handled well, the practice benefits and in the long run, the employee in question may also benefit. For the employee to benefit, that individual must be open to learning from mistakes. That requires the appropriate mental fortitude and self-awareness.
A great leader provides criticism in a constructive fashion. The goal is not only to expose the problem but to create a working relationship in which the employee wants to learn and avoid similar mistakes. Being mean spirited has no value or useful outcome. The goal is to improve the situation, not tear down the individual. In fact, not only should the individual not be torn apart, they should be built up in a manner that helps them become the best they can be.
It is vitally important that these discussions not be had in public. Reprimanding an employee should be a private matter. Having the discussion in public can damage the employee and the practice. This approach can also damage a leader’s standing, potentially irrevocably.
The discussions should not “beat around the bush.” Be decisive, kind, clear, and as simple as possible in communicating your points. When appropriate, briefly and clearly discuss the reason for the reprimand and the reason for any rule, policy, or procedure not followed. When trying to lead an employee towards better performance, it is very important that that she or he understands the rule and why it is important.
Likewise, it is important not to harp on an issue. Make your point. Make sure the employee understands your point. Document the interaction and move on with the day.
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