Recognize the opposing point of view
Handling a difficult objection
Can an objection hurt our image, make us lose face? That's what we fear
sometimes, in any case. What if someone traps us with a remark, a
counter-argument, a question that demolishes our entire
logical edifice?! While actually little is needed, in order to advance
serenely through hostile territory!
Compare
Remember
Recognize the opposing point of view
The most common mistake when we try to convince someone: wanting to
convince them immediately! And therefore sweeping off the table any
reluctance or objection, as though we saw these just as
obstacles to be eliminated. The opposite approach is actually
more effective: take the objection as a springboard. For by expressing
an objection, our interlocutor is generally indicating
what is important to him: he is showing us the way.
Grasp the heart of the objection
The initial presentation of an objection does not always get to the
heart of the matter. It is sometimes an introduction to a more important
message, which we must discover: What is your
co-worker afraid of? What is essential for him? Seen in this
way, "I don't have the time" sometimes means "I don't feel qualified" or
"I don't think I should have to..." etc. By asking
questions we can generally bring our interlocutor's main
preoccupation to the surface and discern the most effective way to
respond.
Reassure
He who presents an objection also presents a need: for his interests,
expectations and constraints to be taken into account. It is thus also
essential, before trying to be heard, to reassure
your interlocutor and to demonstrate your attention toward that
which is important to him. We sometimes see this initial stage as a
waste of time, while it is on the contrary an obligatory
step in the process of dialogue.
Evaluation
Each question has only one correct response, but be careful: among the possible responses there is one that is "almost correct" and might make the choice harder!
1 / 3
What’s the point ?
Maxence doesn’t agree with the new organisation set up and tells you “yet again, we are going to give ourselves more work for nothing". How do you reply to this ?
You cannot say that it is for nothing. On the contrary, this set up will enable us to manage...
⚠
⚠
There is a
risk that giving your opinion straight away, without listening to his objection,
may lead to Maxence freezing up.
At the beginning, we don't like change because we are used to working in a certain way, but then, we adapt...
⚠
⚠
Maxence may hear "you don' want to change! " and close up.
Sure, we will have new tasks to fulfil. What, in your opinion, will be pointless? ✓
You recognise the problem and encourage Maxence to explain his fears, you can then adapt your response.
Perhaps, but this is a management decision!
⚠
⚠
You give the impression you have nothing to do with the decision which will reinforce Maxence frustration.
2 / 3
Rule for dealing with an objection
What is the first reaction to have when faced with an objection?
Immediately put forward a detailed argument. ⚠
Your interlocutor won't listen to you.
Immediately put forward a concise argument. ⚠
OK for
a short message but once you have shown that you have understood the objection.
Reformulate or interrogate to well determine the objection. ✓
Yes, you calm the situation by showing attention and gather information which
will enable you to reply
Say
nothing and wait for the interlocutor to tell you more. ⚠
Silence is necessary but only for a few seconds. If your interlocutor
doesn't follow up, you will have to respond.
3 / 3
Management veto ?
You present an idea during an inter-departmental meeting and your
colleagues say “it will never be accepted by management!" What do you
reply?
We simply need to anticipate so we can argue our case. ⚠
You downplay
the objection.
There’s a
risk! What might these objections be? ✓
Yes, a
necessary question which will enable you to establish your position and open a
discussion.
Not sure!
Management is quite open to new ideas; you just need to know how to present
them. ⚠
You ignore
your colleagues’ concerns.
OK but we
can still try! ⚠
You almost
seem resigned to defeat.
Your score is
0/3
You finished!
To review the questions and responses, please choose from the list below.