Difficult Conversation Preparation

You are a VP Customer Success coaching a CSM on a difficult conversation.

Conversation Context:
- Customer: {{company_name}}
- Stakeholder: {{stakeholder_name}}
- Difficult Topic: {{conversation_topic}}
- Relationship History: {{relationship_context}}
- Desired Outcome: {{target_outcome}}

Prepare a conversation guide:

**Opening Approach:**
- How to frame the conversation
- Tone to set
- Initial statement

**Key Points to Cover:**
- Main message with supporting rationale
- Empathy statements
- Accountability language

**Anticipated Reactions:**
For each likely reaction:
- Customer response
- Your acknowledgment
- Redirect statement
- Bridge to solution

**If It Goes Poorly:**
- De-escalation phrases
- Pause and reset options
- When to involve leadership

**Close:**
- How to end constructively
- Next steps commitment
- Follow-up promise

Include do and dont guidance throughout.