CPR... A Clear and Compassionate Framework for Tough Conversations

Conflict, when handled well, can lead to clarity, maturity, and real trust.

That’s the purpose of the CPR Method, a leadership tool designed to help you navigate difficult moments with structure, empathy, and momentum.

It’s especially helpful when a team member is off-track, when accountability is needed, or when emotions could cloud judgment. Instead of reacting, leaders who use the CPR Method respond with purpose. They build trust, reinforce expectations, and model the behaviors that keep your culture strong.

This method works everywhere, in branches, at the executive level, and everywhere in between. If you’ve ever avoided a tough conversation and watched it quietly damage morale, this tool is for you.

CPR Method WORKS:

CONNECT
Seek understanding before offering correction.

Ask open-ended questions like:

• “Can you help me understand what happened here?”

• “What’s your perspective on this situation?”

Why it matters: Assumptions create distance. But when you pause to connect, you often uncover context that changes everything.

Example: One CU leader noticed a sudden dip in performance from a high performer. After asking deeper questions, they learned the employee’s mother had just entered hospice. That context reframed the entire conversation and built deeper trust.

POSITION
Clarify the impact without shame.

Once you’ve connected, clearly explain how the issue is impacting the team, members, or credit union operations.

Don’t scold or sugarcoat. Be factual, calm, and forward-looking.

Your role as a leader: Come prepared with specific examples and a clear standard. This isn’t about blame. It’s about ownership and helping the person understand the weight of their role.

RESET
Co-create a plan for moving forward.

Ask questions like:

• “What do you think we can do to move forward?”

• “What’s one thing you can commit to doing differently?”

Give your team member a chance to take ownership. Bring a few ideas, but resist prescribing every step. You’re not just solving a problem, you’re developing a leader.

When done well, the conversation ends with clear next steps and a renewed sense of support. And if progress doesn’t follow? You now have a clear structure to assess fit moving forward.

YOU’VE GOT THIS

The CPR Method works best when it’s part of a consistent leadership rhythm, not a one-time script.

Coach forward. Don’t just point out what went wrong. Focus on what’s next and how to get there.

Stay calm under pressure. Use facts, not frustration, to guide your response.

Always end with clear commitments: who will do what, and by when?

Layer these habits into your culture:

• The 24-Hour Rule - Pause before you respond.

• Honor the Absent - Speak about others with integrity.

• Expect the Best - Assume good intent, always.

When these practices become part of your everyday leadership, the CPR Method transforms from a tool into a foundation, one that strengthens trust, normalizes feedback, and builds a culture of growth.

Power Questions:

• What do you think went wrong here, and what do you need to move forward?

• How did this affect your teammates or our members?

• What would a win look like in this situation?

Your Next Step

Leadership isn’t about avoiding hard conversations; it’s about showing up for them with courage and clarity.

You don’t need to figure this out alone. I work with senior leaders, branch managers, and credit union teams to build feedback rhythms that actually work.

Let’s turn conflict into clarity and help your culture grow stronger one conversation at a time.