Challenging Conversations

At LEXi, we are specialists in helping people communicate more successfully. Effective handling of challenging conversations is the cornerstone of our work, and we enable and encourage participants to approach these interactions with integrity, empathy and clarity.

Recognising the varying contexts and language required for different settings and circumstances, at LEXi we develop customised approaches to help participants manage their specific situations effectively. To ensure the learning experience is as relevant and relatable as possible, we work with our clients to create bespoke conversation practice scenarios, which reflect the unique culture and climate of their organisation.

During the research and discovery phase of our work, we consult with as many key stakeholders as possible to uncover the details and situations which will make our work as realistic and authentic as possible. Our goal is to also support them in understanding and navigating their own emotions and personal challenges during these discussions as well as helping them to place their focus on the experience of the other person.

Sensitive Conversations

We understand that different industries face unique challenges when it comes to navigating sensitive conversations. Be it a medical, municipal, creative or corporate environment, the skills required to handle these discussions are similar, yet the approach must be nuanced and crafted to the context and sensitivity of the topic.

In medical environments, for instance, such as the Difficult Conversations work we carried out with the NHS during COVID-19, professionals often handle challenging conversations surrounding end-of-life care, such as; Do Not Resuscitate (DNR) orders, Cardiopulmonary Resuscitation (CPR), and patients’ future wishes. These discussions require a high degree of clarity and sensitivity. The language used must be empathetic, yet clear and devoid of euphemisms, ensuring that patients and their families fully understand the implications and options.

By contrast, in for example, a corporate setting, discussions about redundancies, disciplinary matters and organisational changes demand a different kind of sensitivity. While empathy remains crucial, the focus naturally shifts towards managing expectations, maintaining morale, offering support and giving effective feedback. Here, the language should be both direct and compassionate, ensuring that employees feel respected and understood.

Negotiating Skills

At LEXi, our approach to developing negotiating skills is crafted to develop a participant’s ability to effectively present their ideas, build stronger relationships, handle challenges from others, develop their persuasive skills, and approach negotiation in an ethical manner, while ensuring a positive outcome for their organisations. Negotiation is a multifaceted skillset and at LEXi we cover a number of styles and strategies that participants can master. For instance:

• Win-win negotiation. This powerful approach allows all parties in a discussion to feel they’ve achieved a satisfactory outcome. The focus on mutual interest, rather than rigid positions promotes collaboration and mutual respect. This is particularly important for maintaining positive ongoing relationships for the future.
• Another widely respected strategy is principled negotiation.  In the principled strategy the focus is on five key principles: removing emotion by separating people from the problem, shifting the lens from positions to interests, fostering opportunities for mutual gain, using objective criteria, and knowing your best alternative to a negotiated agreement (BATNA). This approach encourages creative, civil, and productive negotiations that also lead to lasting and equitable solutions.

Managing Change & Uncertainty

In any setting, periods of change can lead to more open-ended challenging conversations. Effective leaders and managers keep their teams on board in times of uncertainty by:

• Communicating clearly and frequently to help mitigate fear and uncertainty.
• Acknowledging the emotional impact of change on individuals to nurture trust and collaboration. When discussing emotions around change we often reference the Change Curve, also known as the Kubler-Ross model.  This is a helpful aid that enables leaders and managers to predict the likely emotions associated with change and to support their teams to move through the stages of change (Shock/Denial, Anger/Fear, Acceptance, Commitment) as smoothly as possible.
• Championing and demonstrating honest and empathetic communication, such as described by Radical Candour, a concept popularised by Kim Scott, promotes a culture of trust and respect.
• Engaging with team members through active listening and consultation which helps address concerns and gather valuable feedback.

Conflict & Grievance Management

The negative effect of conflict (including bullying and harassment) on people at work can be varied in type and intensity. At LEXi we support organisations to minimise incidents of conflict and accelerate conflict resolution when it occurs. Our approach centres on fostering cooperation and open discussion within teams, modelling authentic and empathetic leadership, transparency on policy and procedures, and creating a safe and confidential environment that allows all voices to be heard with respect.