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How to manage a difficult conversation


Whether in business or in private life, we are all dealing with people, people are emotionally charged and don’t always look at issues and situations rationally.
In business everyone will encounter issues, conflict and difficult situations at some point.  You really get to know someone in a difficult situation. How are they handling the situation and how are they conducting themselves?
It is therefore so important to learn how to handle such situations as it is not only about future business and long-lasting relationships, it is also about reputation. Do people want to come and do business with you or are they afraid that if there is a problem you become emotional, angry and difficult to deal with?

Here are a few lessons that can be learned from difficult conversations:

Don’t procrastinate

Having a difficult conversation is uncomfortable, but avoiding a conflict situation is just making it worse and the situation will become even more emotionally charged. Once a situation arises address it in an open, honest, transparent and fair manner.

Be prepared

It is important to prepare for the conversation. Think about how to address the issue and how the other party might react. Think about the questions you are going to ask and what outcome you would want from the conversation. Be aware of your own emotions and make sure you are in control of them.

Be in charge

Being in charge means being prepared, understanding your and their emotions and being in charge of your emotions. Look at the situation from their point of view to try and understand their situation as best as you can. Be objective and don’t let your emotions get in the way. Be mindful of your tone of voice and your body language. Think about how you come across in the conversation. If the conversation gets heated or you start losing control of the situation then take a time out to re-group.

Find an end

Start the meeting with a set time frame and try not to go over.
It is important that the conversation does not go on forever and that you have an agreed outcome. Both parties need to agree on an outcome in a written document as this avoids confusion and misunderstandings, so each party understands its obligations for future interactions.



www.octalonegotiation.com

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