Conflict Resolution: Hang Up Your Boxing Gloves
How to Resolve Objections More Successfully Than with "Yes, but" "Yes, but our product/service is of high quality" as a response to "It's too expensive" - how often have we heard that as customers ourselves? But how do we feel about it? The brief agreement with the "yes" is like a pat on the head, followed immediately by a punch to the gut with the "but." Pressure usually creates resistance, which is not only a law of physics but also applies psychologically in dealing with people. The counterattack with "yes, but" raises the adrenaline levels on both sides and usually does not lead to good, fact-based solutions in this difficult moment. No, these pressure-filled conversations usually escalate - or one side eventually gives up and withdraws, either visibly or subconsciously, to the detriment of all involved. How can we avoid this? The renowned leadership and sales trainer, author, and lecturer Arndt Schmidtmayer teaches a proven four-step approach that, through respectful dialogue on an equal footing, leads to the desired successes in critical situations. Boxing gloves are not needed in conflict resolution First, we need to realize that stating a genuine objection is nothing less than an opportunity that the other person gives us to rectify the situation. If they were not interested in us and our solution at all, they would usually not even bother to "waste" their time on it. Therefore, we can genuinely thank the person for their openness - if we truly mean it, as otherwise, through non-verbal communication (body language, tone of voice, etc.), it can be seen that this valuable recognition is not sincere. At the very least, in this initial phase, we can accept the objection (A1), reflect on it, and express willingness to discuss it. Next, for better conflict resolution, analyze (A2) or question how the other person arrived at this objection, what specific comparisons are being made, and what solution they envisage. Only then should we provide more solid arguments (A3) about the advantages of our position/products/services. Last but not least, we should conclude the objection (A4) by asking if the issue has now been resolved or not. If yes, we have made a good closing statement with this important affirmation, and it will be difficult for our counterpart to bring it up again. In case of a negative response, we should go back to A2 or even A1. So, what could be a better alternative than "yes, but" in response to the objection "It's too expensive": "Thank you for raising this point openly, let's discuss it. How did you come to this opinion, what exactly are you comparing it with? What price would you be willing to invest? How important is long-lasting quality, 5-year warranty, service promise to you...? Have I convinced you of our value for money? Is your objection now resolved?" Try it out yourself, and you will see that you can make progress with this easily implementable four-step method. A life without boxing gloves (at least in conflict situations) is so much better! Conflict resolution can be so simple.Arndt Schmidtmayer is one of the Top100 trainers in our catalog. Find his profile here!
