You're facing a conflict with stakeholders. How can you use active listening to rebuild trust?
In the heat of a stakeholder conflict, active listening is not just hearing—it's understanding and showing empathy. Here's how to leverage it to rebuild trust:
- Reflect and clarify: Repeat back what you've heard to confirm understanding and show that you value their perspective.
- Ask open-ended questions: Encourage stakeholders to express their concerns in full without interruption.
- Acknowledge emotions: Recognize the feelings involved, which validates the stakeholder's experience and can de-escalate tension.
What strategies have helped you strengthen stakeholder relationships?
You're facing a conflict with stakeholders. How can you use active listening to rebuild trust?
In the heat of a stakeholder conflict, active listening is not just hearing—it's understanding and showing empathy. Here's how to leverage it to rebuild trust:
- Reflect and clarify: Repeat back what you've heard to confirm understanding and show that you value their perspective.
- Ask open-ended questions: Encourage stakeholders to express their concerns in full without interruption.
- Acknowledge emotions: Recognize the feelings involved, which validates the stakeholder's experience and can de-escalate tension.
What strategies have helped you strengthen stakeholder relationships?
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Step 1: acknowledge that each stakeholder has his/her own background and own objectives, so conflicts are also natural. Step 2: In a 1:1 conversation, ask open questions, allow doubts, allow time. Show natural empathy. In this way we can identify true conflict points. Step 3: And from there you can together search for a solution - taking into account overall business objectives, strategies and expected deadlines. Don't let the discussion go wild and take too long, sometimes "you cannot have it all" applies to each of us.
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There is a need to change tactics and reignite confidence, which, in this case, requires active listening. First, ensure no distractions or biases during discussions and provide a safe space for open communication. Keep the stakeholders engaged through eye contact while remaining calm in body posture. Pay close attention to their worries, feelings, and requirements without being defensive or cutting them off. Restate and summarize the speaker’s words: “I just want to confirm what you mean is…” or “You mean that you believe…” Get the stakeholders to volunteer by using open questions such as, “What can I do to help you?”
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First, ensure that the stakeholders feel that their concerns are understood and valued. Second, summarize or rephrase what they say to ensure the message is delivered and received correctly, and ask clarifying questions when needed. Third, express empathy by acknowledging their perspective and the impact of the issue on them. This approach shows respect, reduces tension, and demonstrates a willingness to collaborate towards a solution. When stakeholders feel heard, they are more likely to trust your intentions and work towards a positive outcome together.
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Listen to what they need, and be sure to prioritize your existing customers over new customers so that your focus is retention, not acquisition. Customers can want different things, but collaborate with stakeholders to reach a consensus about the direction of business.
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If there is a conflict with stakeholders, maybe take a step back and refocus on the foundations of your relationship. As simple as it may sound, sometimes chatting about interests, hobbies, and passions can assist in building trust. We are all just people, after all. Connecting over a common interest or hobby can do wonders for building rapport and camaraderie.
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