Usted es me todos: The Management Tip of the Day

Tuesday, July 24, 2018

The Management Tip of the Day

July 24, 2018

Keep a Difficult Conversation on Track

Sometimes, despite your best intentions, a difficult conversation veers off course. Maybe your counterpart's emotions are making progress hard, or the conversation keeps drifting away from the topic at hand. Assess the situation by taking a deep breath, mentally popping out of the conversation — as if you're a fly on the wall — and objectively looking at what's happening. You might even describe it to yourself (in your head): "Every time I bring up the sales numbers, he raises his voice." Next, state what you're observing in a calm tone: "It seems as though whenever the sales numbers come up, you raise your voice. Can you help me understand why?" Then suggest a new approach: "If we put our heads together, we could probably come up with a way to move past this. Do you have any ideas?" Returning the conversation to its original goal may be enough to get it back on track.

Adapted from the "HBR Guide to Dealing with Conflict," by Amy Gallo

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