How to Navigate Difficult Conversations

Difficult conversations are a part of everyday life, both in work and family situations. Using these crucial skills can assist in everything from sales negotiation to arguments with your kids.

Difficulty: Moderate

Instructions

1. Take a moment to gather yourself and prepare your thoughts. When you come under verbal attack this isn't the easiest thing to do. One of the first things you'll learn in sales negotiation training is to come to the table fully prepared. If that's not a viable option, take your time and think before you speak.

2. Ask open ended, exploratory questions. Using these types of communication tactics allows you to see the conflict from the other person's point of view. It buys you valuable time so you can calm down if needed, gather your thoughts, and give you a better understanding of what the other person needs. This is important as you begin using your negotiating skills to bring about a resolution.

3. You must actually listen to what is being said. Listening sounds so easy, but it's usually the communication skill that's the most difficult to master. As you listen you may discover that you're understanding of the conflict is incorrect or skewed. In many cases the conflict may be resolved much easier than originally thought.

4. Demonstrate that you truly understand the situation by repeating and summarizing their point of view. Often people are simply looking for someone to listen and understand and appreciate their situation. By taking this crucial step you're showing that you are fully engaged and dedicated to resolving the conflict.

Tips & Warnings

• Speak in a calm, even-toned manner.
• Don't assume you know how a situation will end.

[magnadea]

on 11/3/2009 Some good tips for difficult conversations. Remaining calm and as open as possible definitely helps. 5*