It is human nature to avoid confrontation. Most of us endeavor to avoid adversarial discourse and tend to either seek compromise or at times we might even give in without a fight.
But there are times when confrontation is unavoidable. When two or more sides in a transaction interpret the ebb and flow of satisfactory fulfillment of a contract differently things can get pretty intense. Hackles can be raised and defensive postures assumed.
But there are steps that one can take to maintain professionalism during a determined discussion.
First and foremost: Don’t make it personal! This is business, and personal aspersions will only exacerbate an already problematic situation.
State your case calmly, clearly, and distinctly. Include all relative facts and information in your statement. Include what you KNOW to be true and not what is inferred.
Listen to the other side without interruption. (That’s the hardest thing for me to do!) Sometimes ALL of the facts paint an entirely different picture than one or two anomalies.
You can agree to disagree, but you MUST seek a resolution. After all, the purpose of confrontation is not to assault or berate, but to achieve an outcome that is at least tolerated by everyone involved.
If a resolution is not achieved, then try to set up a follow-up discussion with additional input from the parties involved. Sometimes it takes two or more confrontations to come to a successful conclusion.
Confrontation is rarely pleasant, but it does not need to be dreaded. At the end of the day EVERYONE wants to close the deal!
And if professionalism is maintained throughout the process, so much the better!
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