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Persuasiveness: Overcoming Objections

Persuasiveness isn't an issue when people are inclined to agree with you; it becomes important when there is disagreement or resistance. Unfortunately, most people are very uncomfortable dealing with disagreement. Consequently, they try to suppress objections, minimize them, or answer them instantly. None of this works.

To become more persuasive, you must above all become comfortable with objections. Try to see them as tools for reaching your goals, rather than as threats.

Here is a view of the overall process for handling objections successfully, with brief explanations of each of the five stages.

A Five-Phase Process for Handling Objections

1. Encourage:
   · Don't rush into answering an objection.
   · Don't defend - but also don't ignore.
   · You do not need to agree - but you need to acknowledge the other person's right to   object.
   · Be willing to let the other person express his or her reservations completely.
   · Listen carefully and pay attention to body-language signals.
   · Encourage by showing empathy. Put yourself in his or her place. AI can see how you   would be concerned about that." "I'd feel the same way if I had your responsibility."   "Can you tell me more about that?" "I hear you."
2. Question to clarify the objection:
   · Don't assume you understand the objection.
   · What are the underlying difficulties? The real objection often is different from the one   first expressed.
   · Don't belabor the questioning -- avoid appearing to cross-examine the other person.
3. Confirm your understanding:
   · Don't offer solutions until you are sure to understand the real objection.
4. Address the problem/objection.
   
            IF:                                               THEN:

   misconception	clarify
   skepticism	prove (examples, statistics, references, expert judgment, cases of success)
   real drawback	show the big picture: how advantages outweigh disadvantages overall
   real complaint	show action: a plan to address the complaint or concern

   
   
5. Check for agreement:
   · Has the person's concern been resolved? If not, start the process again.

Copyright © 1999 PERC Communications. All rights reserved.

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