{"id":19045,"date":"2026-06-17T14:52:34","date_gmt":"2026-06-17T14:52:34","guid":{"rendered":"https:\/\/www.citationcanada.com\/?p=19045"},"modified":"2026-06-17T17:18:40","modified_gmt":"2026-06-17T17:18:40","slug":"steady-under-pressure-driving-better-workplace-outcomes-through-conversation","status":"publish","type":"post","link":"https:\/\/www.citationcanada.com\/fr\/blog\/article\/steady-under-pressure-driving-better-workplace-outcomes-through-conversation\/","title":{"rendered":"STEADY Under Pressure: Driving Better Workplace Outcomes through Conversation"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" id=\"h-start-driving-better-workplace-conversations-by-keeping-them-steady-nbsp\"><strong>Start driving better workplace conversations by keeping them STEADY<\/strong>&nbsp;<\/h2>\n\n\n\n<p>As HR professionals, we often navigate some of the most challenging workplace moments:&nbsp;performance management challenges, top performers burning out, scheduling conflicts,&nbsp;the list goes on. These conversations put our composure and professionalism&nbsp;to&nbsp;the test. In practice, when an employee reacts with,&nbsp;\u201cNo one told me this was a problem before. This is completely unfair,\u201d&nbsp;the best approach is to acknowledge their feelings, share specific examples, and clearly outline next steps so the conversation stays constructive and focused on solutions.&nbsp;<\/p>\n\n\n\n<p>If you\u2019re an HR professional or small business owner in Canada, difficult conversations can go wrong quickly. That\u2019s why our Director of Consulting, Carlie Bell, sat down in our latest&nbsp;webinar&nbsp;to unpack what derails workplace conversations, the brain science behind why they get emotional, and a practical STEADY framework you can put to practice in any tough talk.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-sign-up-nbsp-here-nbsp-for-our-next-expert-led-nbsp-webinar-nbsp-on-trending-hr-and-health-and-safety-topics-nbsp-link-nbsp\"><strong>Sign up&nbsp;here&nbsp;for our next expert-led&nbsp;webinar&nbsp;on trending HR and health and safety topics!&nbsp;[link]<\/strong>&nbsp;<\/h2>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-difficult-conversations-matter-and-why-planning-nbsp-isn-t-optional-nbsp\"><strong>Why difficult conversations matter and why planning&nbsp;isn\u2019t optional<\/strong>&nbsp;<\/h2>\n\n\n\n<p><em>Adapted from&nbsp;transcript<\/em>&nbsp;<\/p>\n\n\n\n<p><strong>KP: Carlie, before we get into the framework, let\u2019s start with the basics. Why do these conversations matter so much?<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>Conversations decide outcomes. We back them up with documentation\u2014e-mails, decks, contracts\u2014but the conversation itself is far more about how things feel than about the words. When you give yourself a little more planning and a little more control over how a conversation unfolds, you take some of the emotion out of it and make the feeling more productive. That\u2019s what moves a conversation in the direction you want it to go.&nbsp;<\/p>\n\n\n\n<p><strong>KP: Most of us never plan a conversation, though. Why is that a problem?<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>We\u2019re taught from&nbsp;a very young&nbsp;age that conversation is just a natural back-and-forth, so planning never enters the picture. We reserve planning for speeches, presentations, and reports:&nbsp;the formal&nbsp;stuff. But in a high-stakes conversation, the planning is everything. When you wing it, you very often trigger people emotionally without meaning to. When you think it through, you can\u2019t control everything, but you\u2019ve&nbsp;mitigated the risk, and you\u2019ve&nbsp;got a contingency plan ready for the response you&nbsp;didn\u2019t want.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-nbsp-actually-goes-nbsp-wrong-the-brain-science-of-a-tense-conversation-nbsp\"><strong>What&nbsp;actually goes&nbsp;wrong: the brain science of a tense conversation<\/strong>&nbsp;<\/h2>\n\n\n\n<p><strong>KP: When a conversation breaks down, where does it go wrong?<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>It usually has nothing to do with competence and everything to do with emotion. Our brains haven\u2019t evolved much; they\u2019re still hardwired to protect us first. We no longer fear lions and tigers, but we deeply fear social repercussions, because belonging is fundamental to being human. When someone feels threatened, the body&nbsp;picks up on&nbsp;it fast, and that emotional trigger quite literally shuts down the prefrontal cortex\u2014the rational, thinking part of the brain\u2014and hands control to the emotional centre. That\u2019s when people slip into&nbsp;fight, flight,&nbsp;freeze, or&nbsp;fawn.&nbsp;<\/p>\n\n\n\n<p><strong>KP: You mentioned there are specific things that set people off. What are they?<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>There are five common triggers:&nbsp;<\/p>\n\n\n\n<ol start=\"1\">\n<li><strong>Status:<\/strong>&nbsp;feeling pushed down the hierarchy.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"2\">\n<li><strong>Certainty:<\/strong>&nbsp;uncertainty makes people uncomfortable.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"3\">\n<li><strong>Autonomy:<\/strong>&nbsp;we like&nbsp;to have&nbsp;a&nbsp;say&nbsp;in our own decisions.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"4\">\n<li><strong>Relatedness:<\/strong>&nbsp;our ability to relate with each other, not just to each other.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"5\">\n<li><strong>Fairness:<\/strong>&nbsp;we constantly compare and ask whether we\u2019re being treated fairly.&nbsp;<\/li>\n<\/ol>\n\n\n\n<p>Threaten any one of those, and the body reacts before the person even realizes it. Your job is to notice it, because they probably won\u2019t, and to make space for that emotion to come down so they can re-engage rationally.&nbsp;<\/p>\n\n\n\n<p><strong>KP: Where do the&nbsp;words themselves&nbsp;fit in?<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>Words absolutely matter. But when a conversation is tense, people are tuning into far more than your words. They\u2019re reading your tone of voice and your body language.&nbsp;Perception&nbsp;is reality here. If you think you\u2019re coming across as open and&nbsp;safe,&nbsp;but your tone or body language signals something else, that\u2019s what lands. And we mirror each other;&nbsp;if they get louder, you\u2019ll&nbsp;get louder, unless you\u2019re the one consciously staying in control.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-steady-model-a-framework-for-planning-any-constructive-conversations-nbsp\"><strong>The STEADY model: A framework for planning any constructive conversations<\/strong>&nbsp;<\/h2>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>Think of STEADY as an operating system for planning conversations. It won\u2019t let you control everything, but it lets you be intentional and&nbsp;keeps&nbsp;your influence under pressure. It reduces emotional escalation, keeps you grounded, makes you clearer and more efficient, and preserves the relationship while still driving the outcome you\u2019re after. STEADY is an acronym for six stages of preparation.&nbsp;<\/p>\n\n\n\n<p><strong>KP: Walk us through the six stages.<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>Sure. Briefly, they are:&nbsp;<\/p>\n\n\n\n<ol start=\"1\">\n<li><strong>S<\/strong>et the stage.&nbsp;Lower defensiveness and create a safe space for dialogue. If someone says,&nbsp;\u201cThis feels like it\u2019s coming out of nowhere,\u201d&nbsp;it\u2019s a sign the stage&nbsp;wasn\u2019t set.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"2\">\n<li><strong>T<\/strong>une in.&nbsp;Listen and understand the employee\u2019s reaction before explaining anything. Ask what feels unfair or what they&nbsp;expected.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"3\">\n<li><strong>E<\/strong>xplain the process.&nbsp;Outline how the conversation will move forward. Share examples, gather input, and agree on&nbsp;the next&nbsp;steps.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"4\">\n<li><strong>A<\/strong>lign to structure.&nbsp;Reference&nbsp;your mission, values, policies, contracts, and documentation.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"5\">\n<li><strong>D<\/strong>iscuss options.&nbsp;Give the employee some control,&nbsp;ask what they need to do things differently.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol start=\"6\">\n<li><strong>Y<\/strong>our next checkpoint.&nbsp;Summarize, confirm expectations and&nbsp;supports, and set a real follow-up date.&nbsp;<\/li>\n<\/ol>\n\n\n\n<p><strong>KP: Is there one stage people skip most often?<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>The follow-up. The last step in. The conversation happened, but most people don\u2019t know how to end one. They just sort of finish, and everyone\u2019s left hanging on what happens next and whether it even went well. The D and the Y together make sure you both understand the options, the plan, and the next checkpoint, so you&nbsp;actually have&nbsp;closure and next steps officially on the calendar. And always close with genuine appreciation for the fact that they were willing to talk it through with you.&nbsp;That levels the playing field.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-quick-takeaways-nbsp\"><strong>Quick takeaways<\/strong>&nbsp;<\/h2>\n\n\n\n<ul>\n<li>Plan high-stakes conversations the way you\u2019d plan a presentation. Winging it is what triggers people.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Watch for the five triggers: status, certainty, autonomy,&nbsp;relatedness,&nbsp;and fairness.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Slow your pace and lower your voice; the other person\u2019s body will mirror yours.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Use neutral, factual language:&nbsp;\u201cI observed\u201d&nbsp;or&nbsp;\u201cI documented,\u201d&nbsp;not&nbsp;\u201cI think\u201d&nbsp;or&nbsp;\u201cI feel.\u201d&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul>\n<li>Never skip the follow-up.&nbsp;Confirm what you agreed to and book the next checkpoint.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-would-your-team-be-steadier-with-an-expert-in-your-corner-nbsp\"><strong>Would your team be steadier with an expert in your corner?<\/strong>&nbsp;<\/h2>\n\n\n\n<p>Preparing for the conversation you\u2019ve&nbsp;been dreading is a lot easier when you don\u2019t have to do it alone. Citation Canada\u2019s HR consultants work directly with Canadian employers on exactly these people challenges\u2014performance, conflict,&nbsp;culture,&nbsp;and communication\u2014so you walk in prepared instead of winging it. You can have Carlie\u2019s team help you plan the conversation before it ever happens.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-your-nbsp-difficult-conversation-nbsp-questions-answered-nbsp\"><strong>Your&nbsp;difficult conversation&nbsp;questions answered<\/strong>&nbsp;<\/h2>\n\n\n\n<p><strong>Q: Which part of the STEADY model creates the biggest shift in accountability when conversations keep stalling or looping?<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>The D and the Y. Most people don\u2019t have a plan for ending a conversation, so it just finishes, and everyone\u2019s left wondering what happens next. The D: discuss the options, and the Y: your next checkpoint. Make sure you both understand the options, agree on a plan, and&nbsp;set up&nbsp;a follow-up. That\u2019s where proper closure and real accountability come from.&nbsp;<\/p>\n\n\n\n<p><strong>Q: What\u2019s the best approach&nbsp;for&nbsp;an employee who\u2019s disruptive or combative with colleagues, but who you\u2019d ideally like to keep?<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>Lean on your mission, vision,&nbsp;values,&nbsp;and contracts:&nbsp;the professional expectations you\u2019ve&nbsp;already set. Catch them at a calm time, not in the middle of a conflict, and don\u2019t blindside them.&nbsp;A short note&nbsp;ahead of time,&nbsp;\u201cthere have been a few moments where it seems some workplace conflict is coming up, and I\u2019d love to meet and talk it through,\u201d&nbsp;sets the stage. Then plan it with STEADY, stay open, and help them see how they\u2019re coming across. Whether&nbsp;they intend it or not,&nbsp;it creates&nbsp;discomfort and how you can help them move forward.&nbsp;<\/p>\n\n\n\n<p><strong>Q: What does a successful outcome realistically look like when agreement&nbsp;isn\u2019t possible?<\/strong>&nbsp;<\/p>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>Recognize that a conversation&nbsp;isn\u2019t always a single&nbsp;event;&nbsp;the full communication may take several conversations. If something\u2019s genuinely difficult, break it into a few meetings: the first to share what\u2019s being&nbsp;observed&nbsp;and hear the employee\u2019s&nbsp;perception, then a checkpoint a week or two later. You may not end up&nbsp;seeing eye to eye, and that\u2019s&nbsp;OK. You don\u2019t have to agree, but you do have to work together and that means coming to some agreement, even if it takes a little time.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-final-takeaways-from-our-hr-consulting-expert-carlie-nbsp\"><strong>Final takeaways from our HR consulting expert, Carlie<\/strong>&nbsp;<\/h2>\n\n\n\n<p><strong>Carlie:&nbsp;<\/strong>Conversations&nbsp;ultimately decide&nbsp;the outcomes, and emotion heavily dictates how they go and how your influence lands. STEADY keeps everyone grounded,&nbsp;especially the person leading the conversation. And it gives you a sense of comfort and control when things are hard. A structured conversation beats a reaction every single time, and&nbsp;it\u2019s&nbsp;calmness that creates the forward movement you\u2019re looking for.&nbsp;<\/p>\n\n\n\n<p><strong>KP:&nbsp;<\/strong>And that\u2019s exactly why we run these sessions. Everyone\u2019s leaving with something they can put into action today. Thank you, Carlie.&nbsp;<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>Watch the full&nbsp;webinar&nbsp;replay&nbsp;on demand.&nbsp;<a href=\"https:\/\/emails.citationcanada.com\/steady-under-pressure-replay\">How to Handle Difficult Conversations&nbsp;Webinar Replay<\/a><\/strong>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-build-the-kind-of-workplace-where-nbsp-tough-nbsp-conversations-go-well-nbsp\"><strong>Build the kind of workplace where&nbsp;tough&nbsp;conversations go well.<\/strong>&nbsp;<\/h2>\n\n\n\n<p>Whatever question or concern you\u2019re facing, you don\u2019t have to navigate it alone. Citation Canada\u2019s HR experts work directly with employers in every&nbsp;jurisdiction,&nbsp;providing&nbsp;trusted guidance on complex projects and helping to streamline everyday administrative ones. Whether you need advice right before a difficult conversation or the moment a problem lands on your desk, with us, you\u2019ve&nbsp;got Canadian&nbsp;expertise&nbsp;you can rely on, right when you need it.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-explore-our-100-canadian-services-and-solutions-nbsp\">Explore our 100% Canadian services and solutions:&nbsp;<\/h3>\n\n\n\n<ul>\n<li><a href=\"https:\/\/www.citationcanada.com\/hr-support-services\/hr-consulting-services\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>HR consulting services<\/strong><\/a>&nbsp;from&nbsp;a professional team with experience working in every&nbsp;jurisdiction&nbsp;and sector.&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.citationcanada.com\/canadian-hr-content\/online-training-courses\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>An online employee training platform<\/strong><\/a>&nbsp;that tracks learning outcomes,&nbsp;maintains&nbsp;records, and offers course bundles that engage workers.&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.citationcanada.com\/canadian-hr-content\/hr-policies-and-resources\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>A comprehensive library of HR policies, templates, and documents<\/strong><\/a>&nbsp;that&nbsp;helps&nbsp;keep things steady when pressure mounts.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Connect with an HR advisor&nbsp;to&nbsp;see how our services can better support your team\u2019s people and culture goals.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-get-started-now-and-prepare-for-that-tough-talk-with-this-guide-from-our-people-and-culture-experts\">Get started now and prepare for that tough talk with this guide from our people and culture experts.<\/h2>\n\n\n\n<p class=\"has-text-align-center\" style=\"font-size:20px\"><strong><a href=\"https:\/\/www.citationcanada.com\/guide\/hrs-toughest-talks\">Download HR&rsquo;s Toughest Talks here<\/a><\/strong> and get started today!<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n","protected":false},"excerpt":{"rendered":"<p>Conversations\u00a0ultimately decide\u00a0the outcomes, and emotion heavily dictates how they go and how your influence lands. STEADY keeps everyone grounded,\u00a0especially the person leading the conversation.<\/p>\n","protected":false},"author":26,"featured_media":19047,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[42],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/posts\/19045"}],"collection":[{"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/users\/26"}],"replies":[{"embeddable":true,"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/comments?post=19045"}],"version-history":[{"count":5,"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/posts\/19045\/revisions"}],"predecessor-version":[{"id":19055,"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/posts\/19045\/revisions\/19055"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/media\/19047"}],"wp:attachment":[{"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/media?parent=19045"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/categories?post=19045"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.citationcanada.com\/fr\/wp-json\/wp\/v2\/tags?post=19045"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}