The first thing that came to mind when I read your question is that not everything is a Crucial Conversation. While that might seem like a counterintuitive thing to say coming from a company that teaches communication skills, hear me out.

Certainly, there is a way to clearly and empathetically communicate difficult news. But I don’t think that’s the primary challenge you’re facing. Communication is crucial to managing so many challenges—and I stand by our claim that communication can make or break your results. But words are not the only thing that communicate your intention or meaning. Actions also send strong messages. Words without action will fall on deaf ears—even if those words are said in just the right way and with the right intention. And conversely, actions paired with conflicting words cause people to lose trust.