HR Newsletters 2021

The FLIP Model for Difficult Conversations

Cynthia Jiles

When preparing for difficult conversations prepare an outline. This will help you remain focused on the points of discussion and maintain the path to understanding; even if/when the conversation becomes emo- tionally charged.

The FLIP Model for Difficult Conversations

F

Frame

 Directly state the purpose of the conversation (missed deadline, tardiness, etc.)

 Explain what needs to be discussed (expectations)  Pause to hear the response from the other person

L

Listen

 Focus on the other person  Suspend assumptions (Was there a miscommunication? What is the source of the issue?)  Confirm what is heard

I

Interest

Ask questions to confirm what is heard

 “Read” between the lines  Express curiosity about the other person’s point of view

P Promote  State an observation of common ground (commitment to MCCB)  Offer the assumptions on which the other person’s opinions and ideas are built  Provide observable data (facts, not opinions or anecdotes) to support and illuminate your line of reasoning

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