Tuesday 25 May 2021

Dealing With Challenge In The Remote Environment


Research has repeatedly shown that distance builds distrust. We are more likely to perceive incompetence, poor decision making and mistrust amongst our colleagues with whom we do not engage regularly, face to face. As a result, trust drops. We are contradicted. Our requests for help, support or action are met with a ‘no’. We are challenged directly about something which is inaccurate, unfair, untrue or unworkable. So, what are we to do?

My conversations this month have been centred around high potential talent who are being exposed to more robust conversations across their businesses.

Our focus has been to repeatedly practice this skill set, and whilst I call it demonstrating ‘grace under pressure’, like everything in relation to communication, the theory is easy… the doing it is much more difficult. Our immediate challenge is to retain poise and control in these situations, even as our emotions are racing.

Here are strategies to strengthen to convey remote presence:

  1. Slow the conversation down. Whilst this is counter intuitive because we want to justify, explain, push back, be emotional, what we need to do is give ourselves time to think first.
  2. Clarify and confirm the challenge. Let the other person do the talking; to put all their concerns on the table so that we have the full picture before we formulate our response.
  3. Pause… use ‘holding phrases’ like ‘I need to think about this’ or ‘I don’t know what to say to that right now’ to signal your surprise and give yourself the opportunity to reflect and gather your thoughts.
  4. Ask questions. Where do we need more information before answering the challenge?
  5. Concede specific points and focus on the facts. Facts are hard to contest.
  6. Avoid too much information in reply. Lengthy answers with lots of detail do not persuade.
  7. Convey your answer confidently.
  8. Watch your tone. I recall an instance of eye watering arrogance, ill-informed challenge and breath-taking stupidity when challenged. However, the person has the right to challenge and we need to be able to handle it graciously.
  9. Follow up with a note if necessary to appreciate the challenge, explain the facts and move forward positively. That’s the goal…to retain our grace, defend our position and importantly – to continue to have a positive, collaborative relationship.
  10. Learn from it and adapt where necessary. How do we need to be more effective? More impactful? More persuasive in our communication?