In a recent ISSA Hygieia Network webinar, industry leaders Poonam Dewangan, Sylvia Imm and Katie Stowe shared their strategies for navigating difficult conversations with clarity and empathy. Their advice: Prepare, stay composed and listen to understand.

Start with purpose

Nilfisk senior manager Poonam Dewangan opened the session by urging leaders to define their goal before stepping into a tough conversation. “Are you giving feedback, resolving a conflict or setting expectations? The clearer your purpose, the more confident you’ll be,” she said.

She advised tailoring your message to the other person’s communication style and rehearsing key points. “Stick to facts and avoid blame. Preparation reduces fear,” she said.

Stay calm under pressure

Kimberly-Clark professional senior director Sylvia Imm then focused on managing emotional intensity. “People avoid these talks because of unpredictable reactions. But as the leader, you set the tone,” she said.

Imm distinguished between reacting and responding. “Reacting is instinctual. Responding is intentional,” Imm explained. She encouraged pausing, breathing and leaving space for others to speak. In one memorable example, she recalled a client slamming the table and storming out. “I hadn’t prepared for that. It reminded me how important it is to stay grounded.”

Listen with intent

Forward Solutions head of curate Katie Stowe focused on active listening. “Most of us listen to reply, not to learn,” she said. She recommended minimising distractions, resisting interruptions and repeating what you’ve heard to confirm understanding. “When people know they’re being heard, trust builds fast,” Stowe said.

Deliver feedback with care

Stowe also discussed how to give meaningful feedback. “Make it constructive. Invite input, agree on next steps and follow up,” she advised. Stowe also encouraged leaders to seek feedback themselves. “Once, I was told I didn’t seem authentic. That helped me grow,” she shared.

Real-world strategies

In the Q&A, the speakers shared examples from layoffs and client negotiations to internal conflict. Dewangan highlighted the importance of active listening: “You never know what someone’s carrying.” 

When asked what to do when resolution isn’t possible, Dewangan suggested documenting goals early. Stowe added, “If a company tolerates unethical leadership, it may not be the right place for you.”

Their collective message: With empathy, preparation and deep listening, even the hardest conversations can build stronger teams and deeper trust.

Learn more about the ISSA Hygieia Network.

A longer version of this article first appeared on ISSA.com.