Here's how you can navigate assertiveness and diplomacy in conflict resolution as an Account Manager.

Be clear about your needs while listening to others and respecting their views. Stay professional to find solutions together.

Dive deep into both sides of the issue. Ask probing questions that go beyond surface-level complaints. For example, if a client is frustrated with delays, explore how the delay affects their broader business goals. The more you know, the more effectively you can mediate.

Before jumping into solutions, take a step back to really understand each party’s needs. As an Account Manager, you’re not just resolving conflicts, you’re navigating emotions too! It’s like being a therapist, but instead of tissues, you have contracts. Research shows that 85% of workplace conflicts are due to misunderstandings , so ask the right questions and listen more than you talk.

This one is interesting - b/c there are times you will have to use the stick, and there you times you will use the carrot. You will wind up doing both with the same people. Understand that before you go into this. Given that, then yes, give everyone a chance to explain themselves first before you get torqued!

Clarity is key. Think of it like giving directions—if you’re vague, you’ll both end up lost. One time, I saw a project go sideways because the email said “ASAP,” which to the client meant “tomorrow,” but to the team meant “next week.” The lesson? Be specific. A study found that 91% of employees feel more confident when expectations are crystal clear.

Once you have the facts and the issue is real, then work it - sometimes again you can do this in the "sandwich" method i.e. compliment/coaching/compliment, sometimes there is no bread and you just have to cut right to the chase! Either way, be crystal clear. Most importantly, all great things document - if there is any coaching, ensure that's done verbally. Great lesson I learned in my career!

Even in heated moments, stay composed. If emotions are running high, take a breath before responding. Keeping calm demonstrates control and reassures clients that you’re focused on resolving the issue, not escalating it.

Conflicts can get heated, but remember—cool heads prevail. Imagine you’re Gordon Ramsay, but with the charm turned up and the yelling turned off. A dash of humor here and there doesn’t hurt, but always keep it respectful. Stay calm, and you’ll have a better shot at finding a solution that works for everyone.

Sometimes you won't - and that's OK. Everyone gets torqued as we are all human. Know that you will have the roller coaster and so will everyone you work with. You also have zero idea of 100% of the details of what's going on with folks' lives outside this work interaction. Regardless, let the emotions sometimes spill out! I thus take issue with this stance!!!!

When things get tough, propose solutions that reflect both assertiveness and empathy. Instead of just saying, "No, we can’t do that," offer alternatives: "We can't meet the original timeline, but we can dedicate more resources to speed things up."

Don’t just point out problems, present solutions. It’s like when you complain about a meal—don’t just say it’s bad, offer a fix! Bring creative solutions to the table that show you’re proactive and thinking ahead. Pro tip: 67% of clients say they value problem solvers over those who just maintain the status quo.

This is the real key - after you separate the wheat from the chaff, focus on the bottom line goal that you're all aiming for. Without that and without linking what you're talking about to that, then you're just calling a union meeting (to quote one of my fabled ex-teammates)!

Relationships are your biggest tool for preventing future conflicts. Take time to check in on clients regularly, even when things are smooth. This keeps communication open and makes navigating tough conversations much easier when issues arise.

Conflict isn’t always negative—it’s an opportunity to strengthen bonds. I once had a client furious about a delayed project. After resolving it, we became closer than ever, and they trusted me even more. 70% of conflicts end in stronger relationships when handled right . Think of each conflict as a way to build a better partnership.

This is the key - sometimes you have to go through storming & norming before you perform - be OK with that! No team is rock and roll from Day 1 - it takes effort to get to world-class execution.

After the storm passes, take a moment to reflect. What worked, what didn’t, and how can you improve next time? As they say, experience is the best teacher, and 60% of professionals believe learning from past mistakes is key to success . Every conflict is a chance to sharpen your skills for the future.

After resolving a conflict, take a step back and assess what worked and what didn’t. Did you communicate effectively? Were there misunderstandings you could prevent next time? Use these lessons to refine your approach for the future.