Page 98 - FLL Virtual Binder 2018

Handling Objections
When looking for possible solutions, try to understand what the root cause of the objection may be. Some employees may feel that they are being judged personally rather than professionally and become defensive during your coaching session. The main reasons why people object are:
1. Misunderstanding–thepersondoesnotunderstandyourintentions.
2. Doubt–thepersonisskepticalaboutyourplanforimprovement.
3. Indifference–thepersonisindifferenttoimprovinghisorherbehaviour.
4. RedHerring–thepersonobjectstoyourcoachingforreasonsthatare not in fact important to him or her.
5. LegitimateConcern–thepersonhasavalidconcernaboutyour feedback.
Handle Objections like a PRO
1. Probe
Ask quality questions to probe and find out what the nature of the objection is. The employee may not come right out and tell you why they disagree with you. For example, an individual may tell you one reason for their objection but there may be other reasons that are much deeper and more serious that you will need to uncover if you are to successfully overcome the objection. Ask questions with the intent to understand, not persuade.
2. Restatetheconcern
After you have determined what the root cause of the objection is, restate what you think the person’s objection is. This will help you clarify that you understand the objection and will give the other person the opportunity to clarify any further misunderstanding.
3. Overcometheobjection
Return to your objective of development and continuous improvement. Together you can brainstorm a course of action to resolve the objection. Your goal is to reach a mutual understanding and arrive at a course of action that both of you are comfortable with.
Front Line Leadership Module: Dealing with Differences
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