Crucial Conversations as the Norm

Why this matters at Lululemon: 

Retail teams often avoid conversations about:

• Performance feedback

• Guest conflict recovery

• Scheduling fairness

• Team accountability

Avoidance creates stress, resentment, and inconsistent guest experiences

Key Concepts Applied

• STATE Framework for speaking honestly and respectfully

• AMPP Listening Skills to keep conversations safe

• Shared language so feedback feels supportive

How We Normalize Candor

• Managers are trained to model crucial conversations

• employees are given simple preparation tools

• Conversations become part of daily operations, not escalations

Crucial Conversations Pocket Guide:

Purpose

The Crucial Conversations Pocket Guide gives employees and managers a quick, accessible reference for navigating high-stakes or emotionally charged conversations with confidence and respect

What it Includes:

• When a conversation qualifies as a "crucial conversation"

• Simple preparation steps using the STATE framework

• Listening strategies using AMPP skills

How It's Used:

This guide is designed to be used in the moment - before or during difficult conversations. Giving teams a shared language and consistent approach helps normalize honest dialogue and reduce avoidance, defensiveness, and conflict escalation.