Philipp Navratil on the art of the difficult conversation

Navratil, who oversees a portfolio of brands including Nespresso and DiGiorno, admits that his initial instinct as a leader was to prioritize praise over critique. He found it simple to celebrate success but struggled when performance fell short. His transition to a more direct approach stemmed from the realization that ambiguity serves no one; employees often miss the point when managers soften their message to avoid friction.

Today, Navratil views honest feedback as a core responsibility rather than a secondary task. He balances this directness by shifting the focus from the mistake to the solution. Rather than leaving an employee with criticism, he facilitates a collaborative path forward by asking how he can assist or proposing specific strategies for improvement. Far from damaging morale, these sessions often strengthen personal relationships, as the follow-up conversations foster a sense of mutual investment and professional respect.