You’re in a business meeting with a difficult stakeholder. What are the best communication skills to use?

2 Listen and empathize

During the meeting, listen actively and attentively to what the stakeholder is saying, without interrupting, judging, or arguing. Use verbal and nonverbal cues to show that you are paying attention, such as nodding, paraphrasing, or asking clarifying questions. Try to empathize with their emotions and motivations, and acknowledge their feelings and opinions. This will help you build rapport, trust, and respect with the stakeholder, and reduce their defensiveness or hostility.

3 Assert and persuade

After listening and empathizing, you can assert your own position and persuade the stakeholder to accept your proposal or solution. Use clear, concise, and confident language, and avoid vague, ambiguous, or aggressive words. Provide evidence, facts, or examples to support your claims, and address the stakeholder’s concerns or objections. Highlight the benefits and value of your idea or goal for the stakeholder and the project, and use positive and constructive feedback to reinforce their cooperation.

4 Negotiate and compromise

Sometimes, you may not be able to persuade the stakeholder to agree with you completely, and you may need to negotiate and compromise to find a middle ground. Be flexible and open-minded, and avoid ultimatums or threats. Identify the areas where you can concede or accommodate the stakeholder’s requests, and the areas where you need to stand firm or protect your interests. Seek a win-win solution that satisfies both parties and maintains a good relationship.

5 Follow up and confirm

After the meeting, follow up and confirm the outcome and the next steps with the stakeholder. Send a summary or a recap of the meeting, highlighting the main points, agreements, actions, and deadlines. Express your appreciation and gratitude for the stakeholder’s participation and collaboration. Keep the communication channels open, and update the stakeholder on the progress and status of the project. This will help you ensure accountability, clarity, and consistency, and avoid misunderstandings or conflicts.