A SERIES OF 10 LEADERSHIP LESSONS FOR THRIVING SPA TEAMS

BY DR . JONATHAN ELLERBY

OF ALL THE TASKS A LEADER FACES , managing difficult conversations is one of the most demanding . Hard conversations often complicate accountability and performance because they require complex or uncomfortable communication aimed at correction or change . Not many people like these kinds of conversations .

THIS IS PART 2 OF A SERIES . Watch for all 10 Leadership Lessons for Thriving Spa Teams from Dr . Jonathan Ellerby .

The bad news ? These conversations are unavoidable when leading a team .

The good news ? Some basic keys to managing difficult conversations are easy to apply in almost any situation .

Think S . A . F . E . S . 1 . Set yourself up for success by doing your homework . Before the conversation , reflect and ensure you are ready to communicate calmly .

Difficult conversations involve emotionally charged topics and dynamics — such as giving negative feedback , communicating undesirable changes or discussing something that upsets or “ triggers ” an employee who needs that feedback to do their job well .

A conversation may become difficult by the way the people involved interprets it , rather than by the content or topic itself . For instance , an individual may have deeprooted family wounds relating to experiences of unfair criticism at a young age . That employee may remain resistant to all feedback , even when carefully worded and well intended .

The S . A . F . E . S . Quick-Start Guide

1 . Set your energy and intention . Process with peers or support if needed .

2 . Acknowledge and affirm the person ’ s value and work . Make a personal connection .

3 . Offer factual feedback . Take care to word your feedback in observable terms and avoid emotional assumptions . 4 . Engage with questions . Invite the team member ’ s input . 5 . Show support . Offer help where needed .

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