HEART Framework for Difficult Conversations

HEART is the structure the difficult conversation prompts follow. Learn it once and the prompts make more sense.

H. Hold the intent. Be clear with yourself about what you want for the other person before you open your mouth.

E. Establish the facts. Observable behaviour only, no interpretation, no stacked history.

A. Ask and listen. Genuine questions, then silence long enough for a real answer.

R. Reach agreement. Name what changes, by when, and what support looks like.

T. Track it. Agree the follow-up before you leave the room, and actually do it.