In the day-to-day running of our businesses, and across our business journeys and careers, we will of course often find ourselves facing challenges that test our resolve and skills. As business owners managing small to medium-sized teams, we are all more than aware of the intricacies and, let’s be candid, potential minefields of navigating difficult conversations with both clients and colleagues.
One of the most common things I encounter when coaching, and arguably one of the most daunting aspects of running a business is dealing with tough conversations.
These conversations can present themselves in a number of different ways. Whether it’s addressing performance issues with team members or handling dissatisfied clients, these situations often leave us feeling stressed and uncomfortable. They can therefore be easy to avoid, which can itself then only increase the levels of stress and discomfort in the process!
Over the years, I’ve helped many business owners and leaders through the process of navigating difficult issues to emerge with stronger relationships and positions, leveraging decades of experience.
As with most things in business, it’s a useful exercise to be able to break down the process of navigating these types of conversations into actionable steps.
Firstly, preparation is key.
Before entering into any challenging discussion, take the time to clarify your objectives and anticipate potential objections or concerns. By being well-prepared, you’ll feel more confident and equipped to handle whatever may arise.
Secondly, active listen is essential.
My mother always said to me that God gave us two ears and one mouth for a reason! Listen carefully to the other party’s perspective without interrupting or immediately jumping to defend your own position. Validate their feelings and show empathy towards their concerns. This approach fosters open communication and can help de-escalate tense situations quickly.
Thirdly, seek common ground.
Find areas of agreement or shared goals that you can build upon. By focusing on common interests, you can shift the conversation towards finding mutually beneficial solutions rather than getting stuck in a deadlock.
Finally, maintain a positive and professional demeanor throughout.
Avoid becoming defensive or allowing emotions to escalate. Instead, strive to keep the dialogue constructive and focused on problem-solving.
The truth is, failure to address this type of conflict head-on can lead to strained relationships, lack of trust, lost productivity, increased stress and a knock on team morale. Ultimately hampering business growth.
Don’t let fear hold you back from achieving success in your business relationships. It’s better to endure a short period of discomfort in tackling the issues proactively than knowing you’re going to have to continue to faces these issues indefinitely.
In one of my first coaching sessions with Matt Archer-Davies, owner of The Bright Click, we tackled a couple of immediate staffing issues, which needed to be addressed but which Matt had been putting off for a while, to the detriment of his focus and the annoyance of others in his team.
Matt said: “Having taken Sanjiv’s comments on board, I decided to tackle the situation head-on. The build up to the conversations were tense, as were the initial few minutes chatting to the team members concerned. However, the conflicts were both resolved pretty much there and then in the room, and my only regret was not having tackled the situation a few weeks earlier”
So – by mastering the art of navigating difficult conversations, you’ll also unlock new opportunities for growth and collaboration within your team and with your clients.
Now, are you ready to transform the way you approach difficult conversations?
Take the first step towards mastering this essential leadership skill by scheduling a free, 45-minute intro session with me today.
Together, we’ll work through real-life scenarios and develop strategies tailored to your unique business needs.
While you’re here…
Recommended reading on this topic:
- Radical Candour by Kim Scott
- Crucial Conversations : Tools for Talking When Stakes Are High by Joseph Grenny
