In the financial services field, navigating difficult conversations is a crucial skill most of the clients I recruit for seek when hiring. Whether addressing clients' concerns, discussing investment strategies, or handling sensitive financial matters, learning how to apply valuable strategies can help financial professionals approach challenging discussions with empathy, respect, and clarity.

We live in a world divided by differing opinions and some are losing the ability to disagree without dehumanizing says Justin Jones-Fosu, author of the book I Respectfully Disagree. In his body of work, Jones-Fosu shares ways to manage difficult conversations with more grace. When we do, we are able to listen as someone who might share views clumsily while still holding them accountable — and we need to remember to do the same for ourselves. Apologizing sincerely when you’ve mishandled a disagreement can be one of the most vital communication skills to master. Here are five additional suggestions to consider when facing difficult conversations.

Leverage Empathy

One of the key steps Jones-Fosu suggests is starting with empathy. Before diving into a discussion, it's important to listen and truly understand the other person’s perspective. By acknowledging their viewpoint, you create a space for open dialogue, making it more likely that both parties will be receptive to each other’s ideas.

Find Common Ground

Jones-Fosu encourages focusing on common ground. Even when we disagree, there are often shared values or goals that can serve as a foundation for mutual respect. By identifying these commonalities, we can approach the conversation from a place of collaboration rather than conflict.

Use "I" Statements 

Another critical strategy is to use “I” statements rather than “you” statements. This subtle shift helps prevent the other person from feeling attacked, which can cause the conversation to become defensive. For example, saying “I feel concerned about…” rather than “You always…” fosters a more respectful and less confrontational exchange.



Stay Composed

Jones-Fosu emphasizes the importance of staying calm and composed. When emotions run high, conversations can quickly spiral into unproductive exchanges. Remaining calm and composed not only helps maintain control of the discussion but also models the behavior you hope to see in others.

Get Curious

Responses to conflict are often shaped by past experiences. Reflect on your "life disagreement markers"—key moments, both positive and negative, that influence how you manage conflict at different stages of your life. For instance, growing up in a household where yelling was common might lead to a more aggressive conflict style as an adult. By becoming aware of these biases, you can better understand how your life experiences have shaped your beliefs and perspectives says Jones-Fosu. On the other hand, someone raised by authoritarian parents may value discipline while those with more freedom in their upbringing might prioritize autonomy. Recognizing these patterns can help you approach conflict with greater self-awareness.

📌 BLOG CONCLUSION:

Learn to apply various techniques that work for you to build trust, resolve conflicts effectively, and ensure challenging conversations lead to positive outcomes for both parties.