The Framework I Use To Approach Difficult Conversations With Customers
Thank you for this question. I approach difficult conversations according to principles I've learned from the book Crucial Conversations. If you haven't read it, I recommend you do soonest possible. But here are the key steps on how I would approach this
The first step is to set the intention.
The key drivers at this stage are to ask myself what I want, what's at stake and pay attention to my motives and make sure they are aligned with the dialogue.
Second I'm always learning to observe if my and the customer's safety is at risk.
To overcome falling into silence or violence, I constantly self-monitor by focusing on my actions and what effect they are having. If the customer or I stray into defensiveness, I work to shift the conversation back to dialogue or help them shift it back to dialogue.
Third, I make it safe for the customer and myself.
It's essential to make both parties feel comfortable enough to share, and as so, I've learned to step away from the dialogue when it feels unsafe to share, make it safe and then go back in.
Fourth, I make sure to analyse and master the story critically.
This means focusing on what happened to trigger a particular reaction. Emotions are indicators. So I think through my emotions and then choose the appropriate way to respond. If necessary, I also encourage the customer to do so.
Fifth, I make sure to Speak honestly without offending.
Once I've created the proper condition for dialogue, I share my facts and conclusions so that the customer can see where I'm coming from, and I also encourage the customer to do so.
Sixth I explore others' paths.
I make sure to find out what the customer is thinking and ensure that I understand their thoughts and opinions and that we can look for and find areas of agreement together.
Seventh, I move to action.
The customer and I agree about what will happen to restore balance, document who will do what by when and settle on the way to follow up to ensure accountability.
A few situations where I've applied these skills were negotiating changes in the scope of work, streamlining expectations, and gathering critical feedback from customers on where things could be improved.
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