When a client challenges the team's decision during a discussion, it's crucial to remain calm and open-minded while fostering a constructive dialogue. Begin by actively listening to the client's concerns, acknowledging their perspective to demonstrate respect for their input. Ask clarifying questions to fully understand the reasons behind their challenge, which can provide valuable insights. Encourage the team to respond thoughtfully, focusing on data and rationale behind the decision rather than becoming defensive. If necessary, propose a collaborative approach to revisit the decision, allowing for adjustments based on valid feedback while reinforcing the team's expertise.

A client challenging the team's decision is almost inevitable. As the facilitator, you can plan for this by having the client participate in key decision-making steps. A dot vote activity is a great time for a client to join. Give them a little more power than the team (like one more vote) – they ultimately represent the business, and this makes them feel good about the investment of time or money for the session. Also, be transparent about the process by documenting on a virtual whiteboard or taking pictures for in-person discussions. This shows the work so the client can see the steps that went into the session, which will make it easier for them to align with the team's decision.

It is crucial to understand the concerns. Did the team miss part of the context that would impact their decision? Or is the client frustrated with the team making a decision contrary to theirs? Each scenario implies different outcomes. If something was not considered when it should have been, a discussion can be facilitated to ensure it is covered. The facilitator must clarify that the objective is not to overthrow the team's decision but to ensure it is solid enough for the desired outcomes. If the frustration remains individual, the facilitator should recenter the focus on the team: leveraging team values, agreements, vision—anything relevant to ground all participants on the fact that this is a team's prerogative that must be honored.