The Dynamics of DisagreementThe Dynamics of Disagreement
Differences of opinion can be sources of friction that escalate to destructive exchanges if ignored, dismissed or treated with disrespect, and if such disagreement is with a customer or a prospect, can cost you a customer or sale.
The first step toward defusing a touchy situation, is to thank the person for his or her comments, even if it was a verbal attack.
Next, restate the com-ment to make sure you properly understood what was said or expressed, to show that you are taking the disagreement seriously.
Finally, look for something in the other person's argument or position, that you can agree with, or at least partially. For example, "I agree it seems expensive" or "I think you have a valid point."
Most importantly, listen, then answer. Often this can give you the edge to take something away from the disagreement that is positive.
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