Be prepared to speak

I have forgotten to pack “essential” items, tried to drive off rental lots without reservations, stayed with friends because I booked hotels for the wrong dates, and even shown up forgetting to pack anything at all mistakenly thinking I was taking a day-trip. Planning for business travel is not a priority for me.

Planning for conversations with clients, however, was a different story. Important conversations require that you are thoroughly prepared and ready to engage with confidence and humanity.

To help me be at my best, I developed a habit early in my career to approach these situations as if I were giving testimony in front of a jury. This reminded me to pay attention to every minute detail and remember that my work will eventually be judged by human beings who will naturally react to both, facts and emotions.

A possible approach to help you be at your best could be:

• Establish all facts and avoid surprises.

• Hear from everyone involved and don’t lose sight of the big picture.

• Anticipate critical concerns or questions that may be raised.

• Be mindful of fairness and consistency by reviewing established precedents or considering precedents you may be setting.

• Role-play the most challenging aspects of the conversation with a teammate.

• Above all remind yourself that you will be engaging with another human being who is depending on you, and not simply “delivering a message” or “addressing an issue.” Ask yourself, “how would I engage if this person was my mother/father?”

What’s your process for preparing for important conversations?