If you work in the public sector, you’ll know that managers often find themselves in the middle of tricky employee relations (ER) situations. From underperformance and grievances to team conflict, handling sensitive conversations is part of the job.

The problem? Many managers dread them. Left unchecked, those issues can snowball into formal complaints, lower morale, and bigger headaches for HR.

As a senior HR, L&D or ER leader, how can you give your managers the confidence and tools to get it right? Here are some simple, shareable tips:

  1. Prepare, But Don’t Over-Plan

Encourage managers to think ahead about what they want to say and the outcome they’re aiming for. But remind them: conversations aren’t scripts or checklists. Over-preparing can backfire when things don’t go as planned.

Tip for managers: Know your key points and use open questioning techniques to keep the conversation flowing naturally while still guiding it towards the right outcome.

  1. Listen Like You Mean It

Active listening builds trust and stops issues escalating. That means giving people space to talk, resisting the urge to interrupt, and reflecting back what’s been said.

Tip for managers: Don’t be afraid of silence — it gives people time to think.

  1. Be Clear, Be Specific, Be Memorable

Vague feedback fuels anxiety. Equip managers to handle sensitive conversations with clarity, empathy, and purpose by encouraging them to our simple feedback model (taken straight from our ‘great quality feedback’ video):

  • Start with what they’ve seen or heard (specific behaviours, not labels). Explain their concern or appreciation in a calm, factual way.
  • Describe the impact of the behaviour on the team, outcomes, or customers.
  • Paint a clear picture of what’s needed going forward.

This approach removes ambiguity, keeps emotion out of the message, and makes feedback constructive—not personal.

Why It Matters for HR, L&D and ER Leaders

When you pass on these tips, you’re not just solving today’s immediate problem — you’re:

  • Preventing small issues from escalating into formal cases.
  • Building manager confidence across the organisation.
  • Supporting wellbeing and engagement.
  • Positioning HR as the partner who equips managers to succeed.

Handled well, sensitive conversations can actually strengthen relationships and drive better outcomes.

Managers in the public sector face tough conversations all the time. By sharing these practical approaches — and supporting them with resources like 10to3’s Public Sector Package — you help managers handle sensitive conversations with confidence.

10to3 for Public Sector Employers

Difficult conversations in the public sector can feel even harder, with accountability, policy, and pressure adding extra layers of complexity. That’s why 10to3 created a dedicated Public Sector Package.

With short, practical video resources, you can give managers the tools to:

  • Step in early, before small issues escalate.
  • Build confidence in the moment.
  • Drive consistency across teams, reducing risk and building trust.

And because we understand the pressures on public services, our public sector pricing is designed to maximise impact without stretching budgets. Check out our Public Sector Package here.

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