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Practical guide

What to Say in a Difficult Conversation

Direct answer

A simple structure for observations, impact, request, and next step.

Updated 2026-08-23

Observation

State what happened in neutral terms.

Impact

Explain the practical or personal effect without exaggeration.

Request

Ask for a specific, realistic change or clarification.

Next step

Agree what happens after the conversation and when you will check back.

Related guides

How to Address a Problem Without Escalating ItKeep a hard topic focused by reducing absolutes, mind-reading, threats, and stacked complaints.How to Start a Difficult Conversation Without a Long Run-UpUse a short opening that gives context, names the topic, and makes a reasonable request.