From Avoidance to Acceptance: Courageous conversations play a key role in successful Transformations

Operation Transformations require a significant improvement in performance and behaviour, and in order to realise that, leaders must possess a crucial skill: the ability to have difficult and courageous conversations. These conversations have the power to change the culture, foster Continuous Improvement, and generate a step change in Operational Excellence. In this article, we will explore the importance of constructive conversations, the challenges associated with difficult discussions, and practical strategies to navigate them effectively.

Having Constructive Conversations

In the pursuit of results, we often find ourselves torn between being nice and getting the outcomes we desire. However, we must recognise that difficult conversations are critical for driving progress. Avoidance is a common reaction, but with the right skills, we can initiate and navigate these discussions in a more positive manner. The key is to be fully "present" by aligning our intention, paying attention to what is being said, balancing advocacy and inquiry, and focusing on constructive solutions rather than passing judgment.

The Three Conversations in One

Unlike most conversations that are easy to have, difficult conversations encompass three intertwined components: the "what happened" conversation, the feeling conversation, and the identity conversation. Understanding and addressing each aspect is essential for effective communication and fostering a Continuous Improvement culture.

• The "What Happened" Conversation

This conversation revolves around the substance of the issue, seeking to understand what occurred, who said or did what, and why it happened. It is vital to approach this conversation with an open mind, focusing on understanding rather than proving who is right. Disentangling intent from behaviour and acknowledging individual contributions, including our own, can help navigate this discussion constructively.

• The "Feeling" Conversation

Emotions often remain hidden or ignored during difficult conversations. Acknowledging and discussing emotions without blame is crucial for creating a safe environment. Describing feelings based on facts, demonstrating understanding, and avoiding personal attacks are effective strategies to navigate this sensitive aspect of the conversation.

• The "Identity" Conversation:

Internal dialogue plays a significant role in difficult conversations. It is essential to manage our emotions, remain centred, and avoid feeling attacked. Identifying personal triggers, utilizing a pause button to regain composure, and controlling emotions are powerful techniques to navigate this challenging internal conversation.

To enhance the constructiveness of difficult conversations, consider the following concepts

1.   Determine When to Have a Difficult Conversation:

Recognize the spiral of indecision and evaluate the need for a conversation. Put yourself in the other person's shoes, understand the conflict within yourself, and decide if the issue truly requires attention.

2.   Balance Inquiry and Advocacy: Learn Their Story and Tell Your Story:

Inquiry involves open-minded curiosity about the other person's perspective, while advocacy allows you to share your thoughts and reasoning objectively. Ask questions to understand their viewpoint, provide reasoning behind your suggestions, and seek common ground through empathetic communication.

3.   Staying Above the Line During the Discussion:

Staying above the line means remaining constructive and solution-focused. It involves creating a productive mindset, actively listening, distinguishing observations from judgments, and using tools to hold and regain your centre. By staying above the line, you can avoid defensive reactions, blame, and further exacerbating the problem.

4.   Keeping a Solution Focus: Problem-Solve Together:

Maintaining a solution-focused approach is crucial during difficult conversations. Clarify your intention, challenge assumptions, manage your emotions, and engage in productive problem-solving and negotiation. By separating the relationship from the substance, you can foster a win-win mentality and effectively address key business issues.

Differentiating Difficult and Courageous Conversations

While difficult conversations tend to revolve around issues, blame, and judgment, courageous conversations are solution-oriented and focused on understanding different perspectives. By exploring alternative viewpoints, acknowledging emotions without blame, and maintaining balance, leaders can navigate courageous conversations that drive positive change and foster growth.

As leaders working on Operation Transformations, mastering the art of courageous conversations is a critical skillset, for both you and your team. By embracing these conversations, executives and improvement professionals can create a culture of Continuous Improvement, address unsafe or unethical behaviours, and generate substantial step-changes in performance. Constructive conversations grounded in empathy, understanding, and solution-focused thinking, pave the way for lasting positive change.