(2:42) “Essential Steps for Mastering Difficult Conversations”

Mastering Difficult Conversations

In this 2:42 video, Steven Rosen and Colleen Stanley delve into the vital role of preparation in mastering difficult conversations with sales representatives. They stress the importance of sales managers dedicating time to pre-call planning, ensuring productive discussions. Additionally, they emphasize fostering a supportive environment where sales representatives feel heard and valued, enhancing team cohesion and performance.

They explore the art of difficult conversations, outlining essential guides for successful interactions with sales representatives. They underscore the significance of preparation, pre-call planning, agreement, and active listening in cultivating an organization’s culture of care and growth.

In addition, they highlight the importance of enhancing commitment and accountability through communication strategies that promote initiative and team success. 

Key Takeaways:

  • Preparation is crucial for successful conversations, directly impacting the outcome.
  • Seeking to understand and ensuring your message is heard are essential components of emotional intelligence.
  • Gaining agreement and creating a plan of action is necessary for driving change.
  • Reversing the traditional approach of having the manager write the action plan can increase commitment and accountability.
  • Sales managers should prioritize pre-call planning for coaching and difficult conversations.

Summary Video Article:

Title: Essential Steps for Mastering Difficult Conversations

Byline: By sales leadership and coaching experts Colleen Stanley and Steven Rosen 

The Importance of Preparation

According to Steven, preparation plays a vital role in determining the success of any conversation, whether it’s a sales meeting or a difficult discussion. Emphasizing the direct correlation between the level of preparation and the conversation’s outcome, experts underscore that thorough preparation is key to emotional intelligence. It allows one to seek understanding and ensure their message is heard.

Highlighting the common occurrence of people shutting down or misinterpreting information during conversations, it’s advised to take the time to prepare beforehand. Doing so enables gathering all necessary information, anticipating potential challenges, and framing the message effectively.

Gaining Agreement and Driving Change

Once you have listened and understood the other person’s perspective, the next step is to reach agreement on the desired outcome and the necessary actions to achieve it. A unique approach to this process is proposed. Instead of the manager writing down the action plan and sending it to the sales representative, it’s suggested that the roles be inverted.

Having the sales representative write their action plan and send it to the manager has several benefits. First, it crystallizes the plan in the representative’s mind, making it clearer and more actionable. Second, it creates a stronger commitment, almost like a contract, as the representative owns the plan. Third, it establishes a sense of accountability, as the manager can refer back to the written plan during follow-up discussions.

The Role of Pre-Call Planning in Coaching

Coleen adds another layer to the importance of preparation. Emphasizing the discrepancy between the emphasis placed on pre-call planning for sales meetings and the need for more focus on pre-call planning for coaching, particularly regarding difficult conversations.

Managers are urged to prioritize pre-call planning for coaching sessions, akin to their approach to sales meetings. Managers can enhance their chances of success by rehearsing difficult conversations and thoroughly preparing for them. This involves anticipating potential objections, formulating persuasive arguments, and considering the emotional impact of the conversation.

Tying Commitment to Action

Dr. Robert Cialdini’s principles of influence support the idea of having the sales representative write their action plan. Cialdini’s research suggests that when individuals commit, they are more likely to honor it. Thus, having the sales representative commit to their action plan increases the likelihood of follow-through.

This approach aligns with the concept of accountability and commitment. When individuals take ownership of their actions and commit to a plan, they are more likely to take the necessary steps to achieve the desired outcome. Managers can tap into this principle of influence by shifting the responsibility of writing the plan to the sales representative and increasing the chances of successful implementation.

Implications and Potential Impact

Rosen and Colleen’s insights have significant implications for sales managers and leaders in various industries. By prioritizing pre-call planning for coaching sessions and difficult conversations, managers can enhance their effectiveness in driving change and improving performance.

The inverted approach of having the sales representative write their plan of action increases commitment and fosters a sense of ownership and accountability. This can lead to a more engaged and motivated sales team that actively participates in the planning process and takes responsibility for its actions.

Furthermore, Colleen’s principles of influence provide a valuable framework for understanding human behavior and decision-making. By leveraging these principles, sales managers can create an environment encouraging commitment and follow-through, ultimately leading to improved results.

Mastering Difficult Conversations

The power of preparation in terms of successful conversations should not be underestimated. By thoroughly preparing for discussions, sales managers can increase their chances of achieving the desired outcome. Seeking to understand, ensuring your message is heard, and gaining agreement on a plan of action are essential components of emotional intelligence.

The inverted approach of having the sales representative write their action plan enhances commitment, accountability, and ownership. This approach aligns with the principles of influence, as individuals are more likely to honor their commitments.

Sales managers should prioritize pre-call planning for coaching sessions and difficult conversations as they do for sales meetings. By rehearsing and preparing for these conversations, managers can improve their effectiveness and drive positive change within their teams.

In conclusion, Rosen and Colleen’s insights provide valuable guidance for sales managers and leaders seeking to enhance their communication skills and drive meaningful results. By embracing the power of preparation and leveraging the principles of influence, sales professionals can create a more productive and engaged sales environment.



Steven Rosen - Book a Call
Steven Rosen - Book a Call

Seeking BOLD SALES LEADERS looking to build a winning team and develop a performance culture that achieves outstanding results.

Are you ready to consistently exceed your sales objectives by 10-20%?

Steven Rosen 2022

Hi, I’m Steven Rosen, and I’ve been coaching sales executives for over 20 years!


Register for updates!

Actionable strategies in your inbox every week!

Steven Rosen - Executive Sales Coach


Steven A. Rosen

Steven helps companies transform sales managers into great sales leaders. His focused coaching helps clients achieve greater personal and professional success. Steven is the author of 52 Sales Management Tips - The Sales Manager’s Success Guide.

Learn More

Related Posts

Unleashing AI in a 124-Year-Old Company

Unleashing AI in a 124-Year-Old Company

In this episode of the Sales Leadership Awakening podcast, Rob Ulsh, VP of Dealer and International Sales for Great Dane, explores AI’s role in sales leadership. He shares his awakening as a leader and how he integrated AI to navigate the evolving landscape, discussing its applications in prospecting, customer retention, and pre-call planning.

read more
How to Become a STAR Sales Leader

How to Become a STAR Sales Leader

In this episode of the Sales Leadership Awakening Podcast, Margo Edris, Salesforce’s Regional VP of Sales, shares insights on sales leadership and discusses topics such as handling challenges gracefully, preparing for coaching, and integrating fun into the workplace. She also provides valuable advice for women in male-dominated industries and stresses authentic interactions for success.

read more