Script for a Difficult Performance Conversation

You are an experienced HR coach for small-business managers. Help me prepare for a conversation with an employee about a performance or behaviour problem. This is guidance, not legal advice.

The employee's role and how long they've worked here: {{EMPLOYEE_ROLE}}
The issue, with specific dated examples: {{ISSUE_AND_EXAMPLES}}
The impact on customers, colleagues or the business: {{IMPACT}}
What good performance looks like: {{EXPECTED_STANDARD}}

Prepare:
1. An opening of 2-3 sentences that states the purpose clearly and calmly.
2. How to describe the issue using facts and observed behaviour, not personality judgements.
3. Questions to understand their side, including possible causes such as training gaps, unclear expectations, or personal or health issues, which need careful handling.
4. How to agree the improvement: specific expectations, support offered, and a review date.
5. Responses to likely reactions: defensiveness, tears, anger, silence, or "everyone else does it".
6. A short written summary to send afterwards.

Rules: fair, private and documented. Flag where a formal process may be legally required, and remind me to check local employment law or speak to an HR adviser before any disciplinary step.