Navigating engagement survey conversations with your team can be challenging, especially when emotions and expectations are high. In this unit, you’ll learn how to sidestep the most common pitfalls that managers face during these discussions—so you can foster trust, encourage openness, and get to the heart of what your team really needs.

It’s tempting to jump in and explain why you think the scores turned out a certain way, but doing so can make team members feel like their feedback is being dismissed or rationalized away. Instead, focus on inviting their perspectives.

For example, rather than offering your own interpretation, ask:

• “What stood out to you when you saw this result?” This shifts the conversation from your viewpoint to theirs, encouraging openness and honest dialogue.
• “Was there anything in the results that surprised you?” This invites team members to share their honest reactions and helps surface unexpected insights that might otherwise go unspoken.
• “How did you feel when you first saw these scores?” This encourages team members to express their emotions, which can lead to a more authentic and productive conversation about what’s really going on.

Managers often want to fix things right away, but proposing solutions too soon can shut down valuable discussion and prevent the team from sharing their insights. Instead of immediately suggesting what to do next, ask: “What do you think might be behind this score?”. This question helps the team explore root causes together and ensures everyone’s voice is heard before moving to action.

The table below summarizes the consequences that can occur when managers jump to their own solutions during team engagement discussions.

Silence in a conversation can feel uncomfortable, but rushing to fill it can prevent deeper thoughts from surfacing. After asking a question, resist the urge to speak right away. Let the silence do some work—people need space to think and respond. For example, after asking, "What changes would help us feel more recognized?”, pause and give your team time to reflect. This creates room for more thoughtful and meaningful contributions.

Pausing and allowing the team to provide their insights can result in the following benefits:

• Increased Participation: Pausing signals that everyone’s input is valued, encouraging quieter team members to share their perspectives.
• Greater Trust: Allowing silence shows respect for others’ thinking processes, helping to build a more trusting and psychologically safe environment.
• Better Solutions: With more voices and ideas in the conversation, the team is more likely to identify effective and creative solutions.

You’re now ready to put these skills into practice. In the upcoming role-play session, you’ll have the chance to try out these techniques and see firsthand how they transform your team conversations.