Magazine article Business Credit

Tough Talk: Keep Your Cool and Be Heard in Even the Toughest Conversations

Magazine article Business Credit

Tough Talk: Keep Your Cool and Be Heard in Even the Toughest Conversations

Article excerpt

We've all had those moments--when you have to say something to a client, vendor or employee that's just not easy. From confronting someone about a missed product shipment to dealing with an angry customer, difficult conversations are sometimes necessary. We went to Barbara Pachter, author of The Power of Positive Confrontation: The Skills You Need to Know to Handle Conflicts at Work, Home, and in Life, for advice.

* Don't attack them, says Pachter--"WAC'em." That's an acronym she coined to help defuse situations like this. The W stands for what's really bothering you? Define the problem. The A stands for ask: What do you want to ask the other person to do or change? And the C stands for check in: Say, "OK, John?" and open it up to the other person. The WAC method, says Pachter, "really forces you to clarify what the issues are and what's going to solve the problem for you."

* Do be both polite and powerful. There's a balance to strive for. …

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