{"content":{"layouts":[{"type":"sidebar","areas":[{"items":[{"gridType":"RichTextBlock","content":"\u003Ch3\u003E\u003Cstrong\u003EYour approach\u003C/strong\u003E\u003C/h3\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":false,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EFocus on the conversation fully and actively listen to what the other person is saying. It can be challenging if you\u2019re thinking about what you\u2019ll say next, or you\u2019re focused on getting through everything you\u2019ve prepared to say.\u00A0\u003C/p\u003E\n\u003Cp\u003EOnce the other person has finished speaking, summarise and repeat back what you\u2019ve heard without your own judgement. This checks you\u2019ve understood what they\u2019ve said and shows empathy.\u003C/p\u003E","label":"Listen, listen and listen again"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EAlthough you\u2019ll have an idea of what you want to get from the conversation, it\u2019s important you\u2019re willing to consider what the other person has to say. You might find out that the actual problem is different to what you were expecting.\u003C/p\u003E\n\u003Cp\u003EThis could mean your view changes, or you\u2019ll need time to rethink the best way to go forward.\u003C/p\u003E\n\u003Cp\u003EBe fair, and make sure the conversation doesn\u2019t become personal. Keep the person and the problem separate.\u003C/p\u003E","label":"Keep an open mind"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EMaking notes on the main points you\u2019ve talked about, and the actions you\u2019ve decided together, helps you sum up your conversation at the end.\u003C/p\u003E\n\u003Cp\u003ENotes might also come in handy when you\u2019re sharing the actions and any time frames with the other person afterwards, and if you need to keep a formal record of the conversation.\u003C/p\u003E","label":"Make notes"}]},{"type":"Promo","cta":"Read the article from CharityComms","body":"\u003Cp\u003EEven if you\u2019re well prepared for the conversation, sometimes things get emotional and the discussion heats up.\u003C/p\u003E\n\u003Cp\u003EIf that happens, try to stay calm and remember that you are not responsible for the other person\u2019s actions. This means that you might be doing your best to keep things calm, but you can\u2019t control how people feel or react.\u003C/p\u003E\n\u003Cp\u003EWhen dealing with people\u2019s reactions, keep calm and remember to breathe and pause before you respond to them. If your emotions are running high, you might need to take a short break or reschedule the meeting to make sure you\u2019re in the best frame of mind.\u003C/p\u003E\n\u003Cp\u003ERemember that, if the other person becomes aggressive, you can choose to end the conversation.\u003C/p\u003E\n\u003Cp\u003ECharityComms\u0027 article \u0022Tips on having and managing difficult conversations\u0022 talks about how you can help the conversation to flow, encourage someone to open up, diffuse anger and calm stress.\u003C/p\u003E","link":{"name":null,"id":null,"url":"https://www.charitycomms.org.uk/tips-on-having-and-managing-difficult-conversations","newWindow":false,"target":"_blank"},"colour":"#002f6c","title":"Responding to high emotions and keeping things calm","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""},{"gridType":"RichTextBlock","content":"\u003Cp\u003E\u00A0 \u00A0 \u00A0 \u00A0 \u00A0 \u00A0 \u00A0\u00A0\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"RichTextBlock","content":"\u003Ch3\u003E\u003Cstrong\u003EStructure of the conversation\u003C/strong\u003E\u003C/h3\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":false,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EStart by reminding each other why you\u2019re having the conversation. Then, find out their perspective. Here are some conversation opener examples:\u003C/p\u003E\n\u003Cul\u003E\n\u003Cli\u003EI\u2019d like to talk about ______with you. But first, I\u2019d like to get your point of view.\u003C/li\u003E\n\u003Cli\u003EI think we have different views on _____. I\u2019d like to hear your thoughts on this.\u003C/li\u003E\n\u003C/ul\u003E\n\u003Cp\u003EBe careful your message doesn\u2019t get muddled by trying to \u2018soften the impact\u2019 of it.\u003C/p\u003E\n\u003Cp\u003EIt could help to remind the other person of the bigger picture. Remember our Scout values, and how everyone\u2019s doing their best for young people.\u003C/p\u003E","label":"Opening the conversation"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EExplain your view of the situation and what you think is happening as a result. Be honest and direct \u2013 you need to be sure the other person understands what you\u2019re saying.\u003C/p\u003E","label":"Make your point clearly and early in the conversation"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EAsk questions and sum up what the other person says so you can understand their perspective. Share your views and talk about ways you can solve the problem. Chat about example situations to see if your solutions could work.\u003C/p\u003E","label":"Look for where you both agree, and discuss solutions together"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Cspan data-contrast=\u0022none\u0022\u003ESummarise the discussion and recap any agreed actions, including when and who needs to complete them.\u003C/span\u003E\u003Cspan data-ccp-props=\u0022{\u0026quot;201341983\u0026quot;:0,\u0026quot;335559739\u0026quot;:160,\u0026quot;335559740\u0026quot;:259}\u0022\u003E\u0026nbsp;\u003C/span\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cspan data-contrast=\u0022none\u0022\u003EBe consistent and avoid\u0026nbsp;back-tracking or changing your mind about things that have already been discussed and agreed. \u003C/span\u003E\u003Cspan data-ccp-props=\u0022{\u0026quot;201341983\u0026quot;:0,\u0026quot;335559739\u0026quot;:160,\u0026quot;335559740\u0026quot;:259}\u0022\u003E\u0026nbsp;\u003C/span\u003E\u003C/p\u003E\n\u003Cp\u003E\u003Cspan data-contrast=\u0022none\u0022\u003EThank the person for their time, and make sure they have details of where they can get further support, if they wish. You might suggest they speak to a volunteer peer, a friend, a family member or another Lead Volunteer or Team Leader. You can also sign post them to the Scouts \u003C/span\u003E\u003Ca href=\u0022https://www.scouts.org.uk/volunteers/staying-safe-and-safeguarding/supporting-life-issues-and-young-people/supporting-our-members/mental-health/\u0022\u003E\u003Cspan data-contrast=\u0022none\u0022\u003EWellbeing and Mental Health webpage\u003C/span\u003E\u003C/a\u003E\u003Cspan data-contrast=\u0022none\u0022\u003E.\u003C/span\u003E\u003Cspan data-ccp-props=\u0022{\u0026quot;201341983\u0026quot;:0,\u0026quot;335559739\u0026quot;:160,\u0026quot;335559740\u0026quot;:259}\u0022\u003E\u0026nbsp;\u003C/span\u003E\u003C/p\u003E","label":"Closing the conversation"}]}]},{"items":[{"type":"Image top","cta":"Read the article about active listening","body":"\u003Cp\u003EActive listening is an important and helpful skill for challenging conversations.\u003C/p\u003E\n\u003Cp\u003EThis article from CharityComms gives a few tips to get you started.\u00A0\u003C/p\u003E","link":{"name":null,"id":null,"url":"https://www.charitycomms.org.uk/the-art-of-great-conversation-active-listening-and-how-it-can-empower-others","newWindow":false,"target":"_blank"},"colour":"#f1f1f1","title":"Active listening","image":"/media/15249/two-female-volunteers-chatting-outdoors-jpg.jpg?width=800\u0026height=450\u0026v=1dae8b50f15ea30","imageFocus":"","imageId":28968,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""},{"type":"Image top","cta":"Read the article from Stepping Up","body":"\u003Cp\u003EOn the article \u0022How to manage a difficult conversation with a volunteer\u0022, Stepping Up proposes 12 steps to structure your conversation.\u003C/p\u003E","link":{"name":null,"id":null,"url":"https://steppinguptraining.co.uk/2015/07/how-to-manage-a-difficult-conversation-with-a-volunteer/","newWindow":false,"target":"_blank"},"colour":"#f1f1f1","title":"12 steps to structure your conversation","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""},{"type":"Promo","cta":"Give your feedback","body":"\u003Cp\u003ELet us know if this webpage is useful for you, and if you have suggestions to make it better.\u00A0\u00A0\u003C/p\u003E","link":{"name":null,"id":null,"url":"https://app.smartsheet.com/b/form/9c6168ed399346aab0319f2a5347b693","newWindow":false,"target":"_blank"},"colour":"#002f6c","title":"Is this webpage helpful?","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""}]}],"config":null}]},"prev":{"link":"/volunteers/running-things-locally/tools-to-support-leadership-teams/constructive-conversations/prepare-for-the-conversation/","title":"Prepare for the conversation"},"next":{"link":"/volunteers/running-things-locally/tools-to-support-leadership-teams/constructive-conversations/after-the-conversation/","title":"After the conversation"},"allParts":[{"link":"/volunteers/running-things-locally/tools-to-support-leadership-teams/constructive-conversations/prepare-for-the-conversation/","title":"Prepare for the conversation"},{"link":"/volunteers/running-things-locally/tools-to-support-leadership-teams/constructive-conversations/during-the-conversation/","title":"During the conversation"},{"link":"/volunteers/running-things-locally/tools-to-support-leadership-teams/constructive-conversations/after-the-conversation/","title":"After the conversation"}],"link":"/volunteers/running-things-locally/tools-to-support-leadership-teams/constructive-conversations/during-the-conversation/","id":47208,"nodeName":"During the conversation","title":"During the conversation","type":"codexPart","image":{"url":"/media/12108/fdl-hp.jpg?width=800\u0026height=450\u0026v=1dab8e1b20252a0","caption":"Scouts purple logo","type":"jpg","size":93039,"width":1268,"height":664,"altText":"An image of a purple background showing the white Scouts logo"},"assets":null,"headerOptions":{"headerTitle":"During the conversation","headerSubTitle":null,"headerCta":null,"headerCtaText":null,"headerCtaLink":null,"headerBackgroundColour":null,"showSEOImage":false,"headerBackgroundImage":null,"quickLinks":null},"searchDescription":"Tips to help you prepare for difficult conversations and make them as successful as possible.","subHeader":"Tips to help you prepare for difficult conversations and make them as successful as possible.","browserTitle":null,"silktide":"eyJjbXMiOiJVbWJyYWNvIiwiZWRpdG9yVXJsIjoiaHR0cHM6Ly9wcm9kLWNtcy5zY291dHMub3JnLnVrLy91bWJyYWNvIy9jb250ZW50L2NvbnRlbnQvZWRpdC80NzIwOCJ9","canonicalUrl":"https://www.scouts.org.uk/volunteers/running-things-locally/tools-to-support-leadership-teams/constructive-conversations/during-the-conversation/"}