Difficult Conversations
The first step in managing difficult conversation is setting a background of clear agreements that allow for proper expectation management - and therefore reduction in conflict in the first place. When conflict does occur, returning to a discussion of agreements and commitments is a good approach. For such an approach to be effective, those commitments and agreements must have been set or discussed at the start. For this reason, the stage of setting expectations, making agreements, and exposing hidden agreements (organizational culture, popular culture, legal, ethical, etc) is important when establishing relationships, both business and personal. The establishment of understanding must be a proactive process whenever two parties meet - especially when they come from diverse cultures - otherwise, conflict will be more likely to occur.
