Key takeaways

Leading the interaction with facts and a structured approach is crucial in starting a difficult conversation with pharmacy employees.
Listening empathetically to the employee’s perspective is essential for building trust and effectively addressing workplace issues.
Creating a clear plan of action and documenting the conversation are key steps in resolving difficult discussions and monitoring progress.
Maintaining respect and honesty throughout the conversation ensures a constructive dialogue and helps in achieving mutual goals.

Having difficult conversations with employees is an inevitable part of working as a pharmacist. You’re bound to have a crucial conversation if you’ve worked long enough. Whether discussing performance issues with a pharmacy technician or tackling a different problem with a pharmacy staff member, it’s essential to know how to have difficult conversations in the pharmacy workplace. Having the skills to navigate these conversations can set you up as an effective leader in the pharmacy.

Many pharmacists are unsure how to approach difficult topics with employees due to inexperience or the sensitive nature of certain topics. These conversations can be emotionally charged and stressful, which can often lead many people to avoid them altogether. However, the last thing you want to do with a workplace issue is brush it aside for later.

How to handle a difficult conversation

Knowing how to handle a difficult conversation can help you with many scenarios that can arise in the pharmacy. Examples of difficult conversations with employees may include addressing an employee who consistently makes medication errors, talking to an employee who has violated a HIPAA policy, and handling inappropriate behaviors or attitudes. You can follow these steps to help guide you through handling a difficult conversation.

1. Lead the interaction

The first thing you might want to know is how to start a difficult conversation. Before initiating the conversation, you’ll want to gather all the facts to present your case. You can then schedule an appropriate time to discuss the situation privately with the employee, such as during a midday break or at the end of the workday.

Approach the conversation with a sense of calm—but lead the interaction with facts and logic. You’ll want to stay objective and avoid provoking any strong emotions. You can also start the conversation with something positive the employee is doing. After providing constructive criticism, you can pad the end of the conversation with another positive note. This is what’s called the feedback sandwich.

2. Listen to the employee

One key aspect of handling difficult conversations is to be empathetic and listen to the employee’s side of the story. For example, an employee may be underperforming at their job because they’re going through hardships at home. They might be going through a divorce or dealing with the loss of a loved one. You may be able to delegate them to a different work task or adjust their work schedule to assist them.

Listening to your employees can help gain their trust and improve your relationship at work. Once you understand the root of the problem, you’ll have a better idea of how to handle difficult topics to discuss.

3. Create a plan of action

Resolving a difficult work conversation typically ends with creating a plan of action. You should clearly lay out the next steps and expectations for fixing the problem. Documenting the content and results of the conversation can help provide a baseline to look back on. You can then follow up with the employee to discuss their progress and make adjustments as needed.

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4. Be respectful and honest

Respect should be at the heart of a crucial conversation. Nothing will be achieved without some level of respect and understanding. Try not to place any blame or make assumptions. Keep the communication open and honest to fully understand how to handle the situation.

5. Have a mutual goal

Not having a mutual goal or purpose can cause the conversation to continue without direction, making it more likely for strong emotions to arise. Try to make it a win-win and have a mutual goal. If you and the employee have agreed on a mutual goal, it’ll be easier to make adjustments that will be helpful for everyone in the pharmacy. You can encourage the employee to improve for the benefit of the patients and pharmacy team.

6. Differentiate between patterns and instances

It can be easy to get triggered over one instance of a problem, especially during stressful times. However, you should instead try to look for problematic patterns before deciding to have a conversation.

7. Take a timeout

Sometimes a conversation can get heated, especially when dealing with frustrating issues. Before emotions run high and become uncontrollable, it’s sometimes appropriate to call a timeout and step away from the conversation. Suggest reconnecting on the topic after 10 minutes or later in the day. Try not to wait too long, however, to avoid losing track of resolving the problem.

Handling difficult conversations well

The skill of handling difficult conversations should get easier with experience. As a pharmacist and leader of the pharmacy, you’ll have many opportunities to resolve issues with employees. Fortunately, you can easily implement different steps to handle difficult conversations with tact.