Market Mentors President/CEO <a href="https://marketmentors.com/team-member/michelle-abdow/">Michelle Abdow</a> recently shared her direct, non-confrontational strategy with Tony Case, Senior Reporter for DigiDay’s WorkLife. You can read about it here:   <a href="https://www.worklife.news/technology/dreading-that-difficult-work-talk-ai-may-help/">Dreading that difficult work talk? AI may help</a>.   <hr class="wp-block-separator has-alpha-channel-opacity"/>   While Abdow loves high tech tools like <a href="https://marketmentors.com/blog/using-chatgpt-as-a-search-engine-the-shift-is-happening/">AI</a>, we are fortunate to catch up with her in human form every day here at the office. She sat down with us for a deeper dive into how she is using AI to tackle tough conversations in the workplace and beyond:   Q: Anyone who’s had to resolve a messy conflict with a client, confront an employee with a difficult performance review or negotiate a contentious service contract knows how challenging these conversations can be. Do you have an example of how AI helps?   Michelle: I’ve had so many difficult conversations since I started <a href="https://marketmentors.com/">Market Mentors</a> more than 23 years ago. While I’ve gotten much better at it, a generative AI chatbot could have saved me a lot of headaches back in the day.   Let’s take an example most of us in business can relate to—an employee who is repeatedly missing deadlines.   My prompt:   AI, help me position a conversation with an employee who repeatedly misses deadlines. Please provide your response in bullets as to how I can approach him.   AI’s response:   Opening the Conversation (Set the Tone)   <ul class="wp-block-list"> <li>Start with appreciation: "I want to start by acknowledging that you're a valued part of the team. Your coworkers enjoy working with you, and I appreciate your contributions."</li>   <li>Set the purpose: "I need to have an honest conversation with you about your performance, specifically meeting deadlines, because it’s impacting the team and our clients."</li> </ul>   Present the Issue with Specifics   <ul class="wp-block-list"> <li>Be direct but constructive: "We’ve noticed a pattern of missed deadlines despite providing support, tools and resources to help you manage your workload."</li>   <li>Provide concrete examples: "For instance, [mention 1-2 specific instances]—these delays have affected [team workflow, client satisfaction, project timelines, etc.]."</li>   <li>Connect to team impact: "When deadlines are missed, it puts extra pressure on your teammates and affects our ability to deliver for our clients."</li> </ul>   Acknowledge Previous Support Given   <ul class="wp-block-list"> <li>"We’ve worked together to provide organizational tools, guidance and adjustments to help you succeed."</li>   <li>"At this point, the expectation is that these improvements lead to on-time delivery, and that hasn’t been happening."</li> </ul>   Set Clear Expectations & Consequences   <ul class="wp-block-list"> <li>"Going forward, deadlines are non-negotiable. I need to see consistent improvement in your ability to complete work on time."</li>   <li>"If deadlines continue to be missed, we’ll need to discuss next steps, which could include a formal performance improvement plan."</li>   <li>"I want to see you succeed here, but that success depends on meeting expectations."</li> </ul>   Offer Support but Reinforce Responsibility   <ul class="wp-block-list"> <li>"I’m here to help, and if there’s a roadblock I don’t see, I want to work through it with you."</li>   <li>"That said, ultimately, it’s your responsibility to manage your workload effectively and meet deadlines."</li> </ul>   Q: So how does using AI to tackle tough conversations serve organizational culture?   Michelle: When you turn an uncomfortable conversation into a constructive exchange, everyone comes out feeling relieved. In the example I just gave, other employees will recognize their leadership is dealing with the problem and not avoiding it. The situation solidifies a culture of accountability, and if the conversation ends up turning the tide on the problem, productivity is elevated. Multiple wins!   Q: What made you realize you needed help having these hard conversations, and what kind of difference has AI made?   Michelle: I’ve never shied away from being direct and honest, but early on, my difficult conversations didn’t always end with the results I hoped for. People’s feelings can get hurt, and sometimes they’re left feeling insulted and resentful, which is not the desired outcome.   I learned that a carefully nuanced tone and approach was essential. AI helps simplify that strategy even in a fast-paced agency environment where I run into tough conversations on many different levels in varied contexts with a diverse range of people, personalities and perspectives. It’s not only a time-saver in terms of preparation, but also a life-saver in terms of results.   Q: We often hear you talk about "confronting without being confrontational." What does that mean?   Michelle: I learned long ago that as the owner of a company, my number one obligation is to share feedback (both good and not so good). I have dubbed this “confronting without being confrontational,” because feedback truly is a gift. We run our company using this mantra and our culture is stronger as a result. When others are invested in the solution, the burden is not as heavy on any one person, and everyone takes pride in company successes. Suddenly we eliminate the “difficult” from what we used to consider difficult conversations.   <h2 class="wp-block-heading">How is AI transforming your workplace?</h2>   At Market Mentors, we’re at the forefront of using AI to supercharge creativity. Let’s collaborate to create strategies that truly resonate. <a href="https://marketmentors.com/contact-us/">Reach out today</a>, and we’ll start making an impact.

Smart Talk: How Market Mentors’ president and CEO Michelle Abdow is using AI to tackle tough conversations

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