MASTER SENSITIVE BUSINESS SITUATIONS - How to communicate in business if the stakes are high

[@XavierVillafuerte]

In my personal experience, I found that before walk or talk, writing down your thoughts (like when you write an email) helps to have a more structured and civilized conversation. It is like you first simulate the conversation with yourself, manage potential objections and finetune your ideas and speech. In the end it helps me to stay focused and calm during the conversation and transmitting the same feelings to the other people.

[@FirmLearning]

Hi Xavier, makes a lot of sense. Thanks for sharing! Best, H

[@Whoiskevinjones]

Xavier - Excellent feedback! I will try this thoughtful step.

[@bethiciaprasek9415]

Many years ago I was a new employee being trained by a difficult critical coworker. Her negative input was making it difficult for me to the extent I would get sick in the morning before going into work. Everyone knew her personality was a bit rough. Rather than going to our boss I decided to explain this to my coworker while including an explanation of how personal issues were making it more difficult for me to handle her training style. (This made it so the blame wasn't on her, but rather that there was a work issue which required a mutually beneficial solution.) She listened then suggested that we meet with our boss to see if I could train in the portion which was normally done as a second step because it was under a different trainer, then I could go back to learn the first module. It was agreed upon and I did great plus was much happier. When I went back to the first module under the difficult coworker it went so much better. Later the boss confided in me that she had been concerned initially about my performance, but that I was great after the change was made.

[@connorross1]

Another great video, Heinrich. My advice has always been 'Never put emotion on an email'. Face-to-face and phone conversations avoids wars of words. The dangers of written communication are that you never know how many people may read it

[@FirmLearning]

Fully agree! Thanks for your comment! :) Best, Heinrich

[@judyl.7811]

0:15 when people come to work, you're be expected, at some time, to solve some kind of critical situations/ problems. 0:30 have these difficult situation. 0:50 guide young consultants, how to confront clients, how to handle challenging and sensitive situations. 4:50 golden rules: walk, talk, write, to deal with difficult communication situation. 5:30 walk to this person's desk for a face-to-face conversation. 6:10 when walk is not possible, talk on the phone or video conferencing is the second best thing to do. 7:00 most best ways to solve the situation is through walk and talk, not by write. 7:30 conversation with my associates about how they struggle with clients.

[@FirmLearning]

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[@timw8926]

Hi Heinrich, thanks a lot for the insights. Another thing thats super important about how to talk in (sensitive) business conversations is what I call the "Dont go Meta" rule. Lets say there is a problem or you are not happy with something. The easy or obvious way is to tell the other person "I am not happy with your work". In business (especially in consulting), it is kind of standard to phrase it differently such as "I expected the outcome in a different way". If everyone communicates on the meta level (basically say directly what they mean) this would cause hours of emotional discussions. If you are able to keep it away from that, its harder to understand what the other person means but also the conversation is way less emotional. Another example - in a client meeting, the client did something wrong and tried to push it on us. Instead of us saying "This was actually your fault" and fingerpointing, we said "This was out of our responsibility during this project" - meaning in this case, if it was not us, it was an issue from their side.

[@FirmLearning]

Hi Tim, thank you for sharing. Yes can absolutely see the value in this approach! Best, Heinrich

[@matheusmascarenhas]

I worked at a startup working remotely and asynchronously. This adds substantial challenges even for routine discussions. What I found out is that: 1. Talking to people fluidly in a conference or phone call - even though people hate it these days - is the best to ensure alignment. This path depends on the agendas, but saves a lot of time with misunderstandings and re-work. 2. Sending voice messages is interesting to provide more context and ask for things that can move forward in parallel. 3. Sending text messages is interesting to provide guidance in a more structured way. 4. Sending emails works mostly as a way to get an answer after being ignored and documenting things. I see plenty of similarities but only now I got more clarity on it. Really appreciate! Before tough conversations, I also tend to train a bit to better structure my points.

[@FirmLearning]

Hi Matheus, thank you for sharing. Good points - much appreciated! Best, Heinrich

[@arihantjain3975]

Very valuable framework for any leadership discussion, conflict management situation. I can personally vouch for this framework as I have tested this so many times in my regular discussions with leadership and reaching out to discuss the issues is the best approach rather then being emotional and dropping a email with things you write to leadership sometime resulting in negative perception or even considered as a proof for later actions taken against you if the facts are incorrect. Another thumb rule I recommend for such situations is to keep it always very informal and short and don't expect immediate action because usually in such situation other side is also heard properly and then a solution is proposed to keep everyone happy. Tha I you again Heinrich this is very helpful framework very simple but very very powerful for any kind of discussions. Thank you again. take care

[@FirmLearning]

Thanks Arihant, fully second what you write. Best from Germany, Heinrich

[@jkuo1991]

Greetings. I think with the advancement of social media applications people are less likely to have a face to face conversation. However, after watching your video, I realized the importance of talking with people face-to-face. Thank you very much! 😊

[@FirmLearning]

Appreciate it, thanks for watching! :) Best, Heinrich

[@SonyaUsmanova2020]

Great advice not only for young professionals but experienced ones too. Workplace conflict resolution must be a mandatory course in every organization

[@FirmLearning]

Super happy to hear that - thank you! Best, Heinrich

[@romanbaczynski8656]

This is spot on. Face to face is always best.

[@FirmLearning]

Fully agree. Thanks for the comment Roman!! Best, Heinrich

[@gimpscalawag]

Man, 5 minutes in you finally get to the point. If this were a business memo, no one would read it. Why not shorten the introductions and get to the point? It would make it better and keep people engaged.

[@jills4163]

Hi Heinrich, I really appreciate your super helpful advices. I have watched three of your clips and when I take a step back and think, they all make sense to me.

[@FirmLearning]

Happy to hear that thank you! Best, Heinrich

[@smoothacceleration437]

Wow, great advice. This really helps (I was a write, write, write kinda person). Thanks.

[@FirmLearning]

Great to hear that, thank you for watching :) Best, Heinrich

[@BlakeAnneberg]

We use video call as the new 'walk' as we are all remote. By far this is great advice. Could have used this before learning the hard way. 😅

[@FirmLearning]

Hi Blake, thanks for the comment! Yes fully agree, video calls are not much more important.. Lots of success to you!! Best, Heinrich

[@surzynandrzej]

On a flip side you might want to have a record that something has been communicated / agreed in which case written communication can be more helpful.

[@FirmLearning]

Hi, yes agree, leaving a "paper trail" might indeed be required in some situations. Best, Heinrich

[@olipop84]

Great advice! Thanks!

[@FirmLearning]

Thanks!! Best, Heinrich

[@NavjotSinghpatiala]

Great videos Heinrich

[@FirmLearning]

Thank you Navjot :) Best, Heinrich

[@legeantsg]

very very valuable video. Thank you very much

[@FirmLearning]

Thank you, appreciate it!! Best, Heinrich

[@myoblc]

there seemed to be lopped content minutes through 2:39. It will be great if you have slides than lengthy verbal points. Thank you, I am trying to understand your tips.

[@v3r0x]

i also do that. But i tend to be to honest to the client, especially with problems. maybe sometimes i should be more reserved ....

[@FirmLearning]

Yes, agree. Sometimes, finding the right balance between what to share and what not to share towards colleagues and clients is important. Stay safe! Best, Heinrich

[@aps1472]

Your video is always helpful! Could you post a video to talk about how to politely address sensitive and difficult questions?

[@FirmLearning]

Hi, thanks for your comment! Yes, this is a great idea. Might pick it up in future videos! Best, Heinrich

[@weiyang2116]

Great content as always! I have a request that I think your experience will help: Could you cover how to influence without authority? Thanks!!

[@FirmLearning]

Hi Wei, yes this topic is already on my ideas list. For sure an interesting and important one. Stay tuned for future videos! :) Best! Heinrich

[@pludgooey9331]

How do you ensure these discussions have a black-and-white for CYA purposes? Sending summary emails after the discussion? Find that people are often agreeable face-to-face but once the conversation is over, it's back to square one.

[@dsd6538]

The first principle walk seems so far away these days. Anyway, cool advise!

[@FirmLearning]

Hi Daniel, yes indeed.. feels like a long time ago...! Thanks for watching :) Best, Heinrich

[@SilverRose253]

I like your videos but this dosnt still adress the issue. how you really solve the problem by using these tools.

[@FirmLearning]

I am glad that you like the videos!

[@KleinmeisterPang]

In my professional life emails never solved anything.. call or f2f is way better.

[@FirmLearning]

I agree that it is easier to solve things with calls or f2f! Thanks for watching!

[@vuducanh81]

this doesn't work with French or Italian culture.

[@FirmLearning]

Thanks for sharing, interesting. What do you think would work in these cultures? Best! Heinrich