Your Go-To 6 Step Script for Tricky Situations
Sometimes, we need to put on that "bad cop" hat and tackle tough conversations, whether in group meetings or one-on-ones. It's our responsibility to become master communicators with this because we act as the bridge between the CEO, the visionary, and the rest of the team. Our role is pivotal in ensuring clear, compassionate, and motivating communication.
As integrators, we bear the honorable responsibility of leading our teams and making sure messages are delivered effectively and empathetically. Whether it's discussing restructuring, layoffs, or performance issues, our ability to handle these conversations with finesse keeps everyone aligned and motivated. Remember, it's not the CEO's job to have these tough discussions; it's ours. We're the boots on the ground, representing the company and maintaining high-level leadership.
BONUS: Mentally Preparing Yourself To Be the "Bad Cop" - Access this by joining The Academy!
Today, we’re going to master a crucial 6 step script for handling tough conversations we all dread. Keep this script handy and tailor it to fit your company’s culture and situation. Let's get started:
Step 1: Address Vulnerable Feelings
Acknowledging your team’s feelings sets a compassionate tone and shows empathy. It makes people feel heard and can diffuse tension right from the start.
Script Example:
“Hey team, I know that there’s a lot of unknowns right now, and I wanted to address that. It’s natural to feel uneasy with so much up in the air.”
Step 2: Show Appreciation
Expressing gratitude builds trust and boosts morale. It reinforces that their efforts and patience are valued, even in uncertain times.
Script Example:
“I really appreciate all of your patience while we navigate these changes. This is such a sturdy team, and I thank you for your support.”
Step 3: Get to the Point
Clarity is crucial. Delivering the core message directly helps avoid misunderstandings and ensures everyone knows exactly what’s happening.
Script Example:
“We are restructuring, and you will hear from us by September 20th about where everyone’s new roles will be. I wanted to make sure you all are informed about these upcoming changes.”
Step 4: Explain the Value and the Why
Explaining the rationale behind decisions helps people understand the bigger picture and the benefits for the company. It also provides context, making the changes easier to accept.
Script Example:
“We want to make sure we’re set up to scale to the next level. What has gotten us here won’t necessarily get us to our goal of hitting a million in our first trailing twelve months. It’s essential that everyone is in the right seat and working within their lane of expertise.”
Step 5: Outline the Plan and Action Items
Providing a clear plan and action items helps guide your team through the transition. It outlines what needs to happen next and ensures everyone knows their responsibilities.
Script Example:
“If you have any specific questions about how this affects your role, we’ll be holding individual meetings next week to go over these details. Please make sure to check your calendar for your scheduled time.”
Step 6: Open the Floor for Questions
Allowing for questions fosters transparency and gives your team a chance to voice concerns. However, it’s also important to manage this appropriately, depending on the situation’s sensitivity.
Script Example (if you don’t want people to ask questions during the meeting):
“We know this is a lot to process, so please take some time to absorb the information. Over the next couple of days, feel free to message me privately through our chat system with any questions you might have. We’re here to support you through this transition.”
By following these six steps, you can navigate tough conversations with clarity, empathy, and effectiveness. Each step plays a crucial role in ensuring your team feels heard, valued, and well-informed.
Let's dive into real-world scenarios where you can use this script effectively (and how to tweak them a bit to fit different situations). These examples will give you a tangible breakdown and get those wheels turning.
Example 1: Launch Failure
Imagine your company just launched a new marketing campaign or service, but it didn't hit the mark. Here's how to handle that conversation with your team:
Acknowledgment: "I know we had high hopes for this launch, and it’s disappointing when things don’t go as planned.”
Gratitude: “Thank you all for your time and energy; it didn’t go unnoticed, and everyone played a key part."
Reality Check: "Our numbers show that the launch didn’t perform as we wanted."
Next Steps: "We’ll be revising the service/marketing campaign based on what we learned.”
Value and Why: “This helps us understand our audience’s needs better and will ultimately increase our revenue and align us closer to our rocks."
Action Plan: "Here’s the timeline for this project: XYZ. We’ll need input from this person and that department by this [date]."
Open for Questions: Invite questions and discussions. If the room is quiet, call on people to kickstart the conversation.
Example 2: Leader Resignation
Now, let’s say a key player in your company decides to resign. Here’s a structured way to handle this sensitive situation:
Vulnerability: "I want to update you on a company shift that I know will have multiple ripple effects and might emotionally impact you."
Gratitude: "We’re grateful for the time Joe spent with us and the impact he had."
The News: "Joe has resigned, and his last day is [date]. We wish him all the best in his next venture."
Explain the Why (if appropriate): If it’s on good terms, share the reason. "Joe got a dream opportunity, we couldn’t be more excited for him, and we’ll be following along with his next steps."
Next Steps: Explain the transition plan. "Joe will be training [replacement] until [date], and we’ll be recruiting for his position soon."
Support: Offer a space for private questions later. "Please process this over the next couple of days and message me privately if you have any questions. We want to ensure everyone feels fully supported."
BONUS Example: Addressing Performance Issues of a Long-Time Employee
Let's address a scenario where a long-time employee is consistently failing to meet their tasks. Here's how to handle this delicate situation effectively:
Acknowledgment: "Thank you for your many years of dedication and loyalty to the company. Your long-term commitment has been incredibly valuable to us."
Gratitude: "First, I want to acknowledge the significant contributions you've made over the years. Your dedication and hard work have been crucial to our success, and we deeply appreciate it."
The Issue: "Lately, we've noticed that several tasks and projects haven’t been meeting our expectations. This includes [specific examples], and it's impacting our overall workflow and goals."
Next Steps: "Here’s what we’ll do to support you in improving your performance: we’ll set up regular check-ins to provide feedback and discuss any challenges you’re facing. We’ll also outline clear goals and expectations for the upcoming projects."
The Why: "It's important to address these performance issues because they affect not only the team's efficiency but also our ability to meet our business objectives."
Engage the Employee: Encourage open communication and support. "I want to understand any obstacles you might be encountering. What challenges are you facing that we can help with? Let’s work together to find solutions that enable you to get back on track."
Support: "We’re committed to supporting you through this process. Please reach out to me directly if you need additional resources or have any concerns."
BONUS: How to GIVE Write-Ups & Set Your Team Up for More Success - join The Academy to access this!
As always, adapt this script to various situations in your company!
