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Tough talk: keep your cool and be heard in even the toughest conversations.(Headline)(Interview)(Brief article)
We've all had those moments--when you have to say something to a client, vendor or employee that's just not easy. From confronting someone about a missed product shipment to dealing with an angry customer, difficult conversations are sometimes necessary. We went to Barbara Pachter, author of The Power of Positive Confrontation: The Skills You Need to Know to Handle Conflicts at Work, Home, and in Life, for advice.
* Don't attack them, says Pachter--"WAC'em." That's an acronym she coined to help defuse situations like this. The W stands for what's really bothering you? Define the problem. The A stands for ask: What do you want to ask the other person to do or change? And the C stands for check in: Say, "OK, John?" and open it up to the other person. The WAC method, says Pachter, "really forces you to clarify what the issues are and what's going to solve the problem for you."
* Do be both polite and powerful. There's a balance to strive for. "If you're just polite, you can get walked on, and ...
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- Magazine article from: Strategic Finance Katz, Ronald M. February 1, 2006 700+ words
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...But you won't, with positive confrontation Family members. Friends...pattern," writes Barbara Pachter in her book, The Power of Positive Confrontation: The Skills You Need...following advice by Pachter in mind, you'll be...
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- Magazine article from: Association Management May 1, 2004 700+ words
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- Magazine article from: San Diego Business Journal Pachter, Barbara December 8, 2008 700+ words
...you note to the party organizer. Barbara Pachter is a speaker, coach and author of numerous business books, including 'The Power of Positive Confrontation.' For a free copy of her e-newsletter, go to www. pachter.com.
Source: HighBeam Research, Tough talk: keep your cool and be heard in even the toughest...