Not all conversations fall into the “I feel great!” “This is wonderful!” “I love you!” categories. Some very necessary conversations by way of their content will be more difficult than others. To my mind, the goal of healthy communication is to be understood – not to be right. It has been my experience that when I approach even the most trying of conversations from that perspective, that I simply want to be understood, that a lot of the defensiveness inherent in these difficult conversations goes away. Whereas on the other hand, when I approach conversations with the need to be right, and if someone else has a different point of view than I do, then I’ve made them wrong before I even start. And that, more times than not, leads to defensiveness and further frustration. So one of the things I have for you in this podcast is a five-step process for having those kinds of conversations where you think going in that the person you’re going to have it with may be a little bit defensive, or maybe not so receptive.

As I describe this process, I will not only provide you with the steps, but I’ll also try to provide you with some of the logic behind each one of them. One thing that is important to know about this process is that these five steps are sequential. So follow them in order, and no skipping around.

Step number one is check for timing. Is the person that you’re going to have this conversation with ready to listen? Are they tired, are they busy, are they upset? It may be wise to set an appointment: something along the lines of, “Hey, I have something I’d like to talk to you about. When is good for you?” If there’s never a good time, then a very loud and clear message is being sent. The message is, “I don’t care what’s on your mind.” If you’re unfortunate to find yourself in one of those kind of relationships, then I have something for you during the last half of this podcast.

Step two is state the facts. What has happened that has caused you to want to have this conversation? A couple of things about stating the facts: you want to avoid using words like always and never. If you were to say something like, “Well you’re always late,” if that person can think of one time when they weren’t late, then you have just undermined your entire case. Likewise, if you say something like, “You never think of me,” if that person can think of one time when they’ve thought of you, again, you have undermined your case. When you’re stating the facts, what you want to do also is avoid opinion. You know what opinions are like: everybody’s got one, and most people are highly vested in theirs.

Step three: state your feelings. No one knows how you feel until you tell them. You also want to speak for yourself. If you were to say something like, “Everybody thinks that you’re a slob,” if the person you’re talking to can find one person who doesn’t have that belief, then again, you have undermined your argument. Also when you’re stating your feelings, it’s very helpful to use the words I feel because nobody can argue your feelings – nobody can rightfully tell you what you should or shouldn’t feel. Here’s where people who are not used to identifying or articulating their feelings go off the rails. When teaching this process to my students, I used to get answers like, “I feel you’re wrong.” Well, “you are wrong” is a thought, it’s not a feeling. It’s an opinion. So in order to do step three you’ll need to sit down and identify how you feel.

Step four: state your needs. What do you need to have happen? What do you need this other person to do? Have a solution. Now during step four, behavior discussions are fine, but character discussions are not. You can talk about the person’s behavior, but you cannot call them names. These are not conversations that you can have by the seat of your pants. To do this process correctly, to get the maximum benefit from it, you’re going to have to sit down, and you’re going to have to think about what are the facts, how am I feeling, what are my needs? The more time you spend preparing for these difficult conversations, the better chance you have of being understood.

Finally, step five: ask for a response. Check for understanding. This is where mirroring works really well. You can ask, “What did you hear me say?”

Obviously this five-step process works best if all parties involved want a healthy relationship. But what if you are involved with someone who is either unwilling or unable to participate in a healthy relationship? Ernie Larson has a process that he calls, “Stuck in Wait.” In other words, you feel like you’re stuck in a relationship waiting for somebody else to modify their behavior to something more healthy and beneficial. Stuck in Wait is very similar to the difficult discussion process. It allows a person to set some boundaries. It also allows a person to remove themselves from an unhealthy relationship knowing that they have done everything that they could possibly do to save the relationship.

In step one, you decide how long you will wait. This immediately gives you some semblance of control in the relationship, as you are the one who is setting the time frame. Six months, nine months, a year, six weeks – it’s purely up to you, but what you want to do is you want to keep that number to yourself. This allows you to change your mind. I’ll use a very common example from the classes I’ve taught on drug and behavioral addiction and recovery. Let’s say that you have decided to wait six months for somebody to get into a recovery program. You keep that time frame to yourself because if you tell somebody that you’re going to wait six months, and then things get too bad and you can’t wait six months, that person can come back at you and say, “But you said I had six months!” It also allows you to decide to wait longer if you want to. So again, step number one: decide how long you will wait, and keep it to yourself.

Steps two, three, four and five are exactly the same as the process I described earlier in this podcast. State the facts, state your feelings, state your needs, and check for understanding.

There’s a sixth step to the Stuck in Wait process – Ernie Larsen calls it Creating a Crisis. It works something like this: Let’s say you’ve decided you will wait three months for somebody to get into a drug and alcohol recovery program. You’ve kept that time frame to yourself. You’ve mentioned the facts, that drug and alcohol use is causing damage to the family. You’ve said how you feel – you’re scared, you’re frightened, you’re confused. You have stated your needs; you’ve checked for understanding. At the end of that three months, the person has not changed their behavior. So step number six is again, Creating a Crisis. This crisis has to be something that will mean something to the person you had the conversation with. If the crisis that you’ve created is meaningless to this other person, then there’s no point to creating the crisis. One last note on creating a crisis: you cannot be bluffing. You have to have said what you meant, and meant what you said. If you have said that you are going to leave, and then you don’t, then you never have to be taken seriously again by that person.

It is my sincere hope that all of your conversations are free and easy, and that none of your relationships ever get to the Stuck in Wait point. But I believe that it’s better to have these tools in your toolbox and not need them, than it is to need them and not have them.