"Finding common ground is the first step to a lasting resolution." Imagine a scenario where the Sales team requests a higher credit limit for a customer, while the Credit team is concerned about risks. To resolve the conflict, listen to both sides: Sales needs higher limits for growth, while Credit emphasizes risk management. Empathize with their concerns & set clear boundaries regarding acceptable risk levels. Offer unbiased feedback & involve other STKHs to gather diverse perspectives. A mutually acceptable solution could be a moderate credit limit increase, conditional on positive trading/payment history. This balances sales growth and risk management, promoting collaboration toward the company's goals.

Here's an actual client story: Jen, Head of Sales at a biotech company, faced high-stakes negotiations over messaging for a rare disease therapy. Medical Affairs demanded clinical precision, while Marketing pushed for emotional resonance with HCPs and patients. Recognizing the need to slow down, Jen held extensive 1:1 meetings to surface concerns and build trust. This created psychological safety, enabling candid dialogue in a facilitated cross-functional meeting. Using DiSC assessments, she aligned Medical’s analytical focus with Marketing’s creative vision. The result: messaging that balanced rigor and emotional impact, driving adoption and fostering collaboration. Most leaders focus on speed and miss the value of time spent connecting.

When stakeholders butt heads, you got to create space for real understanding. Start with active listening, actually hear them out, paraphrase what they’re saying, and make sure they feel heard. Then bring in assertive communication, speak your needs clearly and respectfully without losing your cool. Stay self-aware, too. If emotions flare up, take a breather and regroup so they don’t take over. Watch your words; keep it neutral and steer clear of triggering phrases. And try seeing things from their side, it builds empathy and helps find common ground. With these tools, even messy conflicts can turn into solid solutions.

Presumably the stakeholders are on the same side of the negotiation with different goals; so that's your starting point. Meet in a place void of any interruptions, and share that you can't help but observe "we're at odds with the big picture". 1. "Can I check, the [big picture] is still our goal?" 2. "Ok, great, thanks, so I can see [repeat back what you heard]" then ask them to confirm if that's the case - this is usually where the penny drops, then "we have a gap between [Jane's point] and [Bob's point] and I'm wondering [Jane/Bob] what options you see there?". Rephrase & play back each time. 3. Remind them of the common goal, thank them repeatedly for their openness and willingness to collaborate in favour of the [big picture].

To resolve conflicts among stakeholders, start by identifying a common goal, such as achieving sales targets, improving retention, generating leads, or enhancing brand image. Once alignment on the goal is established, focus on determining the "how"—the strategies and responsibilities to achieve it. At times, the 'who' gets the shared goal achieved, does not include all stakeholders in the process. Take time to understand the "why" behind each stakeholder’s position, as this insight helps bridge differing perspectives. With a shared goal in place, collaboratively work to close gaps on the "how," ensuring solutions respect stakeholder concerns while driving toward the mutual objective.

To resolve a conflict where stakeholders have clashing interests, it's essential to separate the people from the problem and focus on finding mutually beneficial solutions. This can be achieved by actively listening to each stakeholder's concerns, identifying common goals, and exploring creative options that cater to their interests. By maintaining a neutral and empathetic stance, building trust, and encouraging open communication, you can facilitate a collaborative negotiation process that leads to a satisfactory outcome for all parties involved.