9 Tips on How to Face Difficult Conversations in Business Avoiding Stress!

We all have to face up to difficult conversations at times that we’d sooner not have. Whether it be an employee, a client, a business partner or someone else, the thought of being the bearer of bad news, facing up to the elephant in the room or handling an error, can lead to many a sleepless night. Here are some tips on how to reduce the stress and get a better outcome.

How To Lower The Stress and Improve Your Outcomes When Discussing Real Issues?

 1. Is the conversation necessary?

This isn’t a cop-out! On occasion, a major issue today may be a lesser one tomorrow. You should decide, without fooling yourself, whether time is on your side or whether this is something that isn’t going to go away. If it’s the former, then schedule a moment for you to revisit it - say, a week ahead - and forget about it until then. If the latter, then let’s carry on…

2. Choose your conduit

Face-to-face discussions are usually going to be best. Telephone or email may seem the easier option but the absence of visual signs depersonalises the conversation and makes misunderstandings far more likely whilst, physically, people remain in their own defensive camps. Practicalities or security may require otherwise but, even then, video and online conferencing can allow a degree
of ‘face-to-face’ benefit.

3. Choose your location

If you are driving the conversation, then you will want to be on your home turf, so that you can control more aspects of the meeting and have the benefits of being the home team. However, if your position is weak - let’s say you are trying to address an error by your firm - then being the visitor can have its advantages. By going to them you are already taking a conciliatory tone. You are holding your hand up. If neutral turf is required, then make sure you’re the one who organises the practicalities, giving you that element of control again.

4. Plan your approach

This does not mean lying awake at night going through imagined conversations. Three areas of preparation should be in focus:

• Be clear with your objectives. What outcomes are you looking to achieve? This is the most important point, as it will help to guide the conversation.
• Do your homework. Make sure you know the history and the facts from your end.
• Consider your options. Be clear what is acceptable to you and have a Plan A, Plan B, Plan C…….

5. Plan your meeting

Nobody likes nasty surprises. Planning an ambush may work in Westerns but is unlikely to result in a positive outcome for you. Arrange a meeting in advance and with at least an indication of the topic for discussion. Make sure that the time requirement is clear so that attendees don’t have an excuse to rush off.
Prepare for your guest's arrival. Make sure that you have everything to hand that you will need, ensure that your location is welcoming and devoid of distractions and make their attendance as easy as possible with a convenient time, clear access instructions and a friendly welcome.

6. Getting into your meeting

Keep your introduction short. After the formalities, explain clearly and briefly what you are together to discuss. Don’t keep your attendee waiting for the topic to come out, it will only add to the pressures. Explain what you intend to cover and ask if they wish to add any topics or points of their own.

7. Style

Your manner and body language is vital throughout. You should be clear, calm and composed and your body language should be open and neutral. No folding of arms, leaning back in your chair or raising your voice. This may be difficult at times but lose control and you lose the meeting.

8. Don’t make assumptions

Don’t assume that you are right, don’t assume that your option is the only one and don’t assume that you know how they will react. Instead:

• be prepared to listen...and do listen
• be prepared to be flexible (within your objectives)
• be prepared for a range of emotions (and don’t assume the immediate reaction is the true one)

9.Sign off properly

The key to such discussions is always to be clear and unambiguous. That applies just as much when you close the meeting. If a resolution or action plan has been reached, then summarise this and follow it up in writing. If the matter is unresolved, then be clear on what happens next, whether it be further discussion, a cooling-off period or a proposal to be made. Again, follow up in writing.
Thank your attendee….it’s just business!

PJ
☎ 020 89310165
☏ 07900537459
✉ pushkar.joshi@apjaccountancy.com