Mastering Difficult Conversations: The CALM Approach

by Justine Risenhoover | Oct 2025

Let’s face it—tough conversations are part of every leader’s role. Whether it’s addressing attendance issues, performance concerns, or communication breakdowns, it’s not if you’ll have these talks—it’s how you handle them that makes all the difference.

At ImpactHR, we know that confidence in communication can transform not just your leadership style, but your entire culture. That’s why we created The CALM Conversation Guide—a simple, four-step framework to help leaders navigate challenging discussions with clarity, empathy, and purpose..

C – Clarify the Facts

Start with what you know, not what you assume. When leaders jump to conclusions, employees become defensive—and progress stops before it starts. Grounding the conversation in facts builds trust and helps employees feel seen rather than judged.

💬 Example: “I noticed you clocked in late three times this week. Can you walk me through what’s been happening in the mornings?”

A – Acknowledge Emotions

Before logic can land, emotions must be heard. Recognizing the human side of work allows your team members to feel respected and understood. When people feel heard, they become more open to feedback and problem-solving.

💬 Example: “I can tell this has been stressful for you. It sounds like you’re doing your best to juggle things at home.”

L – Link to Policy or Purpose

Keep the conversation objective and fair. Connecting the issue to a shared standard—like a policy or company value—removes personal bias and reinforces consistency. It’s not about “you vs. them”; it’s about upholding a culture of fairness.

💬 Example: “Our attendance policy exists to make sure every team member is supported and our customers receive consistent care.”

M – Move Forward

Every conversation should end with clarity and next steps. Unclear expectations lead to recurring issues. By defining what happens next, you ensure accountability and alignment.

💬 Example: “Let’s plan for you to touch base with your supervisor tomorrow morning if you’re running behind again. That way, we stay aligned and avoid miscommunication.”

5. Maintain Professionalism

Terminations should last no longer than 10 minutes. Emotions can run high, so staying composed and empathetic is crucial. Avoid apologizing for the decision or placing blame — professionalism and consistency protect both the employee and the organization.

Why CALM Works

The CALM framework helps leaders turn uncomfortable conversations into opportunities for growth. It builds psychological safety, promotes accountability, and models emotional intelligence in action.

At ImpactHR, we believe the best leaders aren’t those who avoid hard conversations—they’re the ones who handle them with confidence and compassion.

Want to bring CALM communication training to your leadership team? 👉 Reach out to us at impact@impacthrgroup.com or visit www.impacthrgroup.com to learn more.