How do you communicate effectively with brokers in a dispute without escalating the conflict?

1 Identify the problem

The first step is to identify the source and nature of the dispute. Is it factual, legal, ethical, or emotional? Is it based on a specific incident, a pattern of behavior, or a difference of opinion? Is it affecting your performance, your client's satisfaction, or your broker's trust? Clarifying the problem can help you focus on the relevant facts and avoid assumptions, accusations, or generalizations.

2 Choose the right channel

The next step is to choose the most appropriate channel to communicate with your broker. Depending on the urgency, complexity, and sensitivity of the issue, you may opt for a phone call, an email, a video conference, or a face-to-face meeting. The key is to use a channel that allows you to express yourself clearly, respectfully, and professionally, and that gives your broker the opportunity to respond and ask questions.

4 Listen actively

When you communicate with your broker, listen actively to their response. Pay attention to their words, tone, and body language, and try to understand their point of view and feelings. Ask open-ended questions to clarify any doubts or gaps, and paraphrase or summarize what they say to show that you are listening and that you comprehend their message. Avoid interrupting, arguing, or dismissing your broker's concerns, as this can escalate the conflict.

5 Negotiate a resolution

Once you have exchanged your views and information, try to negotiate a resolution that is fair, realistic, and mutually acceptable. Identify the common goals and interests that you and your broker share, and explore different options and alternatives that can satisfy both parties. Be flexible and willing to compromise, but also assertive and respectful of your rights and needs. If you reach an agreement, confirm it verbally and in writing, and thank your broker for their cooperation.

6 Document the outcome

The final step is to document the outcome of the dispute resolution process. Write a clear and detailed summary of the problem, the communication, the resolution, and the follow-up actions. Include any relevant documents, such as contracts, invoices, receipts, emails, or notes. Send a copy to your broker and keep one for yourself. Documenting the outcome can help you prevent future disputes, protect your interests, and improve your relationship with your broker.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?