Everyday sales skills: 7 tips for difficult conversations

In partnership with

💡 Highlights

• 00:50 Be prepared

• 01:21 Ground yourself

• 02:31 Frame your intentions

• 03:08 Active listening

• 04:06 Use positive, assertive language

• 04:35 Control emotional reactions

• 05:57 End on a constructive note

Got a sales, marketing, leadership or entrepreneurship question you’d like Michelle to answer in “Ask a CRO?” Hit reply and let us know.

I’m no stranger to difficult conversations. Started out in door-to-door sales. Had to cold call hundreds of people a day. Dozens of “you’re fired” conversations. I’ve had doors slammed in my face, people rudely hang up on me, heard “no” thousands of times. In this post, I'm going to share seven tips that help helped me succeed in high-stakes situations in my professional and personal life.

1. The Power of Preparation

Before any important conversation, gather as much information as possible. This groundwork is crucial for feeling confident and handling potential conflicts.

2. Ground Yourself

Before entering a difficult conversation, it's essential to ground yourself. Disconnect from emotions and focus on staying calm. Here are some grounding techniques I find effective:

• Music: Find tunes that help you feel centered

• Physical activity: Walking, power yoga, or weightlifting

• Aromatherapy: Light candles or use essential oils

Pro tip: Schedule tough conversations for times when you can be calm and connected. Avoid booking them in the middle of a chaotic day.

3. Frame Your Intentions Clearly

Communicating your intentions clearly at the start of the conversation can disarm the other person and show that you're aiming for a positive outcome for both parties.

4. Use Active Listening as a Confidence Tool

Active listening isn't just about understanding. It shows you care and are connected to the conversation. It gives you authority in a negotiation.

Key tip: Take physical notes during the conversation. This helps you remember details and shows that you're actively engaged. But avoid typing on your keyboard, it can be distracting and off-putting. If you’re on a video or phone call, let the other person know you’re taking notes.

5. Use Assertive, Positive Language

Certain phrases can lower your status in a conversation. Avoid words like:

• "I think"

• "Just"

• "Maybe"

Instead, use confident language:

• "I believe"

• "I know"

• "History shows"

• "I understand that you feel this way, but..."

6. Manage Your Emotional Reactions

Business and life are inherently emotional, but it's crucial to respond rather than react.

Tips for managing emotions:

• Use the grounding techniques mentioned earlier

• Prepare thoroughly to feel more in control

• Engage in physical activity regularly to help control emotions

7. End on a Constructive Note

Always close your conversation with clear next steps, just as you would in a sales pipeline.

Example scenario: Resolving a conflict with a partner about a family decision

“This is what I'm going to do before I can make a decision, and I need X amount of time to sift through it. Let's talk on [specific date] and make a final decision together. What do you need to be ready by then?”

This approach:

• Establishes respectful communication

• Builds trust and connection

• Elevates your respect level

• Can increase your likability

Try these seven tips out the next time you have a difficult conversation. Then come back and leave a comment below telling me how it went. And if you want even more help becoming a master persuader, check out my Discovery Call Success Pack.