09/10/2024
The synchronicities of life create AWE in my mind and heart. I wrote this article for Linked In and had it on auto-post. I just saw it posted and I read it....and I love it even more than when I wrote it!
Enjoy!
Handling Employee Objections: A Guide for Emotionally Intelligent Leaders
As a boss, one of the most challenging situations you may face is when employees object to a decision or action you've taken. These moments can test your emotional intelligence and leadership skills, requiring you to navigate the situation with care, patience, and an open mind. It’s easy to become defensive or to rush to offer solutions, but effective leadership requires a different approach—one that prioritizes understanding, connection, and genuine engagement with your employees’ concerns.
1. Keep the Focus on Them, Not You
When an employee objects to something you've done or decided, it can feel like a personal attack. The instinctive response might be to defend your actions or explain your reasoning. However, effective leadership means resisting this urge and keeping the focus on the employee and their concerns. Avoid using "I" statements that center your perspective, such as "I think you're misunderstanding" or "I did this because..." Instead, shift the conversation to be about them. Ask open-ended questions like, "Can you tell me more about what concerns you?" or "What do you think we could do differently?"
By keeping the focus on the employee’s experience, you show that their viewpoint is valued and that the conversation is about addressing their needs, not defending your own decisions.
2. Slow Down and Listen
When faced with objections, it’s important to slow down the conversation. Rushing through the discussion can lead to misunderstandings and missed opportunities for deeper connection. Take a step back and allow the employee to fully express their thoughts and feelings. This isn’t just about hearing their words; it’s about truly understanding their perspective, needs, and difficulties.
3. Avoid Premature Empathy
While empathy is an essential part of emotional intelligence, offering it too soon can feel insincere or dismissive to the person expressing objections. Before you start offering empathetic responses like, "I understand how you feel," it’s important to earn the right to give empathy. This means fully listening and learning about the employee's perspective before attempting to empathize.
Instead of immediately saying something empathetic, ask more questions to delve deeper into their concerns. For example, you might say, "What’s been the most challenging part of this for you?" or "How has this decision affected your work?" By allowing the employee to share more of their experience, you demonstrate that you’re genuinely interested in understanding their point of view, rather than just trying to smooth things over quickly.
4. Explore Their Feelings, Needs, and Difficulties
A key aspect of handling objections with emotional intelligence is exploring the underlying feelings, needs, and difficulties that the employee is experiencing. This requires you to listen actively and with an open mind, setting aside any preconceived notions or judgments.
Ask questions that encourage the employee to express their emotions and needs. For example, "It sounds like this has been really frustrating for you—can you tell me more about what’s been difficult?" or "What do you feel you need in this situation?" These questions help you get to the heart of their objections and allow you to address the root causes, rather than just the surface issues.
5. Earn the Right to Offer Empathy
Empathy is a powerful tool, but it needs to be used at the right time. After you’ve listened deeply and fully understand the employee's perspective, you can begin to offer empathy. Because you’ve taken the time to earn their trust by genuinely listening, your empathetic responses will be more meaningful and appreciated.
When you do offer empathy, make sure it reflects the specific concerns they’ve shared. For example, "I can see how this situation has been really challenging for you, especially given the extra workload it’s created." This kind of specific empathy shows that you’ve truly heard and understood their concerns.
6. Collaborate on Finding Solutions
Once you’ve fully explored their perspective and offered meaningful empathy, it’s time to shift toward finding solutions—collaboratively. Invite the employee to be part of the solution-finding process. This not only empowers them but also fosters a sense of ownership and commitment to the outcome.
Ask questions like, "What do you think would be the best way to move forward?" or "How can we address your concerns while also achieving our goals?" By involving them in the decision-making process, you demonstrate respect for their input and reinforce a collaborative work environment.
