Best Ways To Prepare For A Difficult Client Meeting

My trick for successfully managing a difficult conversation? A conversation map. This is a skill that Guillaume Wiatr taught me more than a decade ago. I've probably butchered his initial training on it but it's a skill that I continue to revisit and refine for myself. Every time I need to address something important with a team member or client, I open a google doc and map out a few key points: 1. What is my goal for this conversation? This is important: Do I want to learn something? Do I need to communicate boundaries? Are there next steps that need to be addressed? I write it down. 2. Then I map out my opening statement and try to keep it to 3ish sentences. This practice helps me avoid small talk at the beginning of the conversation, which can sometimes derail me. It also forces me to find the clearest and briefest way to get to the point. 3. I identify 2-3 questions I have for the other person. I find that difficult conversations often require us to step back from our assumptions/view and to learn something. So, I balance my opening statement against a few questions that seek feedback and understanding. This step can help me adjust my strategy half way through a difficult conversation and is usually THE piece that allows us both to leave the conversation, feeling good about it. 4. I consider their pushback/questions and how I might respond. 5. If possible, I share it with someone else to see if I'm being clear, fair, and productive with my map. 6. "Bonus" points: If the difficult conversation needs to be documented, you've already got your paper trail. Often times, my map won't take more than 1/2 a page. But even something this small can offer a lot of value. And, in case you're wondering...no....I don't usually deploy the oreo cookie approach. Similar to my comments on small talk, I think the compliment sandwich muddies the waters and offers the potential for sidelining the true purpose. I believe it's better to simply approach difficult conversations with empathy, clarity and openness.

WHEN TEMPERS FLARE, YOU'RE LOCKED IN A STALEMATE, OR A MULTI MILLION DOLLAR DEAL IS ON THE LINE, EFFECTIVE COMMUNICATION IS THE KEY TO TURNING IT AROUND. The right communication framework fosters understanding, strengthens relationships, and drives powerful results within your team. Both personally and professionally, effective communication is key to successful teamwork, conflict resolution, and collaboration. From construction to finance, from fashion to family offices, my high performance clients master the skills to navigate the toughest conversations and transform them into their biggest breakthroughs. And here’s how you can do it too: 1. FRAME THE POSITIVE INTENTION: Start with shared goals. Establish a shared purpose to align your conversation positively and maintain the focus on optimal outcomes. ➡️”We both want [a positive, uplifting relationship].” “This is about us being [happier, more productive].” A positive start encourages cooperation and a safe space for communication. 2. DESCRIBE THE OBSERVABLE: Present facts without emotional interpretation. Focus on specific events or behaviors rather than feelings. ➡️ “When [specific event] happened, I saw [specific observation].” Stick to observable facts and avoid personal interpretations to keep the conversation neutral. 3. SHARE THE FEELING: Express your emotions without blame. Own your feelings without blaming others, and invite the other person to share theirs. ➡️“We both feel [emotion].” “I feel [emotion] about [situation].” Take ownership of your feelings. Express them without pointing fingers and encourage others to do the same. 4. REQUEST THEIR PERSPECTIVE: Invite input and collaboration. Ask for the other person’s perspective to gain insight into their viewpoint. ➡️“How did you see that?” “What did you observe?” Listen actively and be open to hearing the other person’s thoughts, fostering mutual understanding. 5. MAKE THE ASK WITH BENEFIT EXTENSIONS Propose mutually beneficial solutions: Offer choices that meet both parties' needs. ➡️ “If [action] occurs, we would feel [emotion] and [emotion].” “Here are two options that work for me…” Present two acceptable options to empower the other person to contribute to the solution. 6. WORK TOGETHER TO BUILD A CONSENSUS Collaborate on finding the best solution: Work together to determine the best course of action and express appreciation when a decision is made. ➡️ “I appreciate the thought you’ve put into this. I’m glad we agreed on [decision].” By applying my effective communication framework, you foster open, respectful communication that builds trust, enhances collaboration, and contributes to team success. And the great news is that you can use this both personally and professionally! I’m curious… ~When was a time that you needed this framework in your life? #future #communication #success

Years ago, I had a new team member ask how I became so comfortable speaking in meetings, able to pivot when the conversation went in unexpected directions. The answer: Preparation. My meeting prep routine looks something like this: ✏ What do I need from this meeting/conversation? Goals, objectives (stated/unstated) ✏ What do I know/believe others need from this meeting/conversation? Goals, objectives (stated/unstated) ✏ What questions need to be asked/answered to achieve those objectives? That is, what do we already know & what information is missing. ✏ What concerns might be presented – and how will I respond? Use that EI to identify potential concerns, consider what is at the root of the concerns, and review what I know, what I can share. ✏ What is the most important information or decision to share during the interaction? Be ready to connect each person with the objective and confirm the ‘why’ is clear. ✏ What topics need to be avoided (and how will I respond when that topic comes up)? Prepare next steps to offer and clear, honest rationale. This routine works for me whether I’m leading or attending a meeting, too. Some meetings require more preparation, some less, but these questions are constantly humming in the back of my brain, so the routine has become both quick and efficient. (Also, every meeting should have an agenda with goals & objectives and a clear purpose for attendees. If it doesn’t, ask for one before you agree to attend!) If you have additional tips, I’d love to hear them! #culture #womeninleadership