In the world of business, having difficult conversations with external stakeholders such as clients or suppliers for example can be a daunting task. Whether it’s telling them they can’t have what they want or challenging a late payment, these conversations often put us on edge. But with UK businesses reportedly chasing around £50 billion in unpaid invoices, it’s time to develop the skills and assertiveness to address these issues directly. Here’s how…
Eat the frog
It’s important to acknowledge that difficult conversations with external stakeholders are often put to the bottom of the ‘to-do’ list. They can be uncomfortable and trigger anxiety, making us wish we could pass the task to someone else. Avoiding them is not an option, so why not try the Eat The Frog method by productivity consultant Brian Tracy? To achieve peak performance and productivity, try addressing your most important task early in the morning, without overthinking it, commonly known as “eating your frog.”
Set expectations
When you find yourself in a situation where you must tell a stakeholder that their requirements can’t be met or timelines and budgets need reviewing, clarity is key. Have you and your contact established clear expectations and ways of working together? By making sure that both parties are on the same page from the beginning, can help prevent misunderstandings and potential conflicts later.
Understand the tipping point
Before jumping straight into the conversation, it’s important to understand the root cause of the problem. Is it related to fees, delivery, or the services you’re offering? Asking questions to understand their perspective and viewpoint is essential. By demonstrating a willingness to listen and hear their side of the story, you can create a more collaborative and constructive atmosphere for the conversation.
Be honest
Effective communication in these situations works both ways. While it’s essential to ask clients about their needs and perspectives, it’s equally important to be upfront about what you need from them. This exchange can lead to a more balanced and productive conversation, where both parties feel heard and understood.
Planning the way forward
A difficult conversation should not end without a plan for what happens next. What steps will be taken to address the issue or concern? Establish a clear path forward, outlining actions, timelines, and expectations for both parties. This ensures that everyone involved is aligned on the way forward, reducing the chances of misunderstandings and disagreements in the future.
Final thoughts
Difficult conversations with stakeholders are an inevitable part of professional life. While they may make us uncomfortable, avoiding them is not a solution. By embracing assertiveness, setting clear expectations, understanding the core issues, and engaging in mutual communication and forward planning, you can manage these conversations effectively and keep positive relationships with your stakeholders.
Do you need support to have difficult conversations with external stakeholders? Cube Learning and Development delivers tailor-made training and development programmes for your teams along with personal coaching to help with effective communication and presentation. For a no-obligation chat about this and our other training, call Chris Burton on 07879 602002.
