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Handling difficult

We all have an inner voice that tells us when we need to have a difficult conversation with someone—a conversation that, if it took place, would improve life at the office for ourselves and for everyone else on our team. But fear drowns that inner voice—and we put the conversation off. Meanwhile the offending individual continues to provide substandard performance, miss deadlines, engage in interpersonal conflicts and exhibit toxic behavior.

The consequence of not having that uncomfortable conversation is costly. A CPP Inc. study of workplace conflict reveals that employees in the U.S. spend roughly 2.8 hours per week dealing with conflict. Thirty-three percent of employees report that the conflict led to personal injury and attacks, and 22 percent report that it led to illness and absence from work. Ten percent report that project failure was a direct result of conflict. A similar study by Psychometrics in Canada, showed that 32 percent of employees have to deal with conflict regularly. More alarming is a recent study by Accenture revealing that, even in this challenging economic climate, 35 percent of employees leave their jobs voluntarily because of internal politics.

Handling the difficult conversation requires skill and empathy, but ultimately, it requires the courage to go ahead and do it. The more you get into the habit of facing these issues squarely, the more adept you will become at it. If you're unsure of how to best approach a crucial conversation, here are some tips to guide you.

- Handling difficult

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