Where do you stand today in difficult work moments?

1Before I act in a difficult moment, I separate what actually happened from what I assume.

2I can name what I feel under pressure without letting the feeling lead me.

3I notice the pressure the other person is under before I judge them.

4I hear the other person out fully before I reply.

5I avoid labelling people as “too sensitive”, “difficult” or “unprofessional”.

6I ask at least one question to understand what the other person needs.

7When a problem repeats, I look for the real cause: skill, unclear expectations, pressure or the environment.

8I can explain clearly what is expected of me, and what is expected of others.

9I can tell a problem with a person from a problem with the system or the way of working.

10I can say “no” or set a boundary without humiliation and without heavy guilt.

11I end a difficult conversation with one clear, agreed next step.

12I follow up on what we agreed instead of leaving it to time.