How do you navigate tough talks with stakeholders?

2 Choose the right time and mode

Timing and mode of communication are crucial factors for a successful tough talk. You want to choose a time that is convenient and respectful for both parties, and avoid postponing or rushing the conversation. You also want to choose a mode that is appropriate and effective for the topic and the relationship. For example, a face-to-face meeting may be preferable for sensitive or complex issues, while an email or a phone call may suffice for minor or straightforward matters. Whatever mode you choose, make sure you have enough time and privacy to communicate without interruptions or distractions.

3 Listen and empathize

One of the most important skills for a tough talk is active listening. You need to listen carefully and attentively to what your stakeholder is saying, and show that you understand and respect their perspective and feelings. You can use verbal and nonverbal cues, such as nodding, paraphrasing, or asking questions, to demonstrate your interest and engagement. You also need to empathize with your stakeholder, and acknowledge the impact or implications of the issue for them. This will help you build rapport and trust, and reduce defensiveness or hostility.

4 Be honest and respectful

Another key skill for a tough talk is honest and respectful communication. You need to be honest about the facts and your opinions, and avoid sugarcoating, exaggerating, or hiding information. You also need to be respectful of your stakeholder's dignity and values, and avoid blaming, criticizing, or judging them. You can use "I" statements, such as "I feel", "I think", or "I need", to express your thoughts and feelings without accusing or attacking your stakeholder. You can also use positive and constructive language, such as "I appreciate", "I suggest", or "I hope", to convey your appreciation and expectations.

5 Seek collaboration and resolution

The ultimate goal of a tough talk is to find a mutually acceptable and beneficial solution or resolution for the issue at hand. You need to seek collaboration and cooperation from your stakeholder, and invite them to share their ideas and feedback. You also need to be open and flexible, and willing to compromise or negotiate if necessary. You can use questions, such as "What do you think?", "How do you feel?", or "What can we do?", to encourage dialogue and participation. You can also use statements, such as "Let's agree on", "Let's work on", or "Let's follow up on", to establish agreement and action steps.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?