Before the conversation.
This is about preparing, planning and practising for those difficult encounters. You might not know when you’ll need these techniques but you’ll be ready even if they come out of the blue.
Prepare
Familiarise yourself with all the relevant information; this may include: background facts, workplace policies and procedures, related legislation, and available support services.
Plan
Think about what you’re trying to accomplish.
Decide what you want to say.
Anticipate how the other person may react.
Consider how you’ll respond.
Choose a suitable time and place.
Practice
Run through the conversation in your head.
Play through various scenarios.
Try practising out loud in a place where you won’t be overheard.
Be ready for strong emotions and reactions.