Coping with objections can be destabilizing. Who hasn’t tried to counterattack, or simply ignore criticism to cut opposition short? Yet, when well managed, confrontation can help to get people more engaged on sensitive issues. How to turn objections into opportunities for dialogue with detractors?
Prepare for confrontation
-
Prepare responses to important potential objections, e.g. Ask a colleague to play the devil’s advocate to help you.
-
Accept criticism: No project can please everyone.
Incite people to express themselves
-
Listen to objections attentively, e.g. Note them on a board.
-
Ask for the opinion of the silent majority, e.g. “Do any others here share this fear?”
Use emotions
-
Show people that you sympathize with them, e.g. “I realize these changes are not easy,” etc.
-
Use the emotional register when logic is not enough to convince people, e.g. Tell a story to reach your audience.
Reassert your position
- Remind the others of your decision and of the arguments that justify it, and rely on your proponents.
Take action
Take the time to listen to fears and objections (30 min)
Expressing one’s fears and opposition is part of the acceptance process of change.
While discussing with a team member on a change to come, invite him to voice his concerns. E.g.: “Do you feel totally comfortable with this project? For what reasons?”
In the event of an objection, try and understand before responding. To do this, invite your counterpart to further clarify his thinking. E.g.: “What makes you think this would not work?” “What would it take, in your opinion, to make you feel more comfortable with this project?”
If these objections lead you to reconsider you project, state it. If not, explain your point of view and be firm on the position you hold. E.g.: “I do understand that this reorganization worries you. We will do our utmost to ensure it goes smoothly, but I really think this is the best option.”
Assess the time you spend with your opponents (10 min)
Be careful not to waste your energy on people who refuse change: it is as important to grow the relationship with your allies.
Consider your agenda over the previous week and consider whether you have spent enough time with people who support change.
If you see that your time has been absorbed by opponents, try to limit the time you allocate to argument. It is not worth engaging into a dialogue that will fall on deaf ears: once your opponents have been heard, you can reiterate your point of view; then turn towards the other parties that are concerned by the project.
Look after the people who can become the ambassadors of change. Maintain their enthusiasm by sharing the progress with them, by collecting their feedback, and ensure you can always count on them.
Practice answering difficult questions (15 min)
Anticipating difficult questions ensures that you will not find yourself speechless when facing your counterparts.
List your arguments for a presentation you must give, a project you must defend or a difficult decision you must announce. Then, for each argument, imagine the counter-arguments your audience might raise. Try to put yourself in the position of as many different counterparts as possible.
For each identified counter-argument, try to find a convincing response and the elements of proof you could put forward. E.g.: Data from a survey, the example of another entity that has set up a project similar to yours, the statement of a credible person.
Finally prepare yourself to not being able to respond to all the objections: you are perfectly entitled to say that you do not know and will get further information, to acknowledge a possible mistake, or to refuse to respond to a personal attack!
Conseils pratiques
> Handling objections that may arise during a speech or presentation
> Fielding difficult questions during a speech or presentation
Pour aller plus loin
> How should you react to opposition?
© Managéris