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The Professional Woman's Guide to Giving Feedback by Katie Botten

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Dealing with objections, excuses, and other issues

You don't have to give up your perspective to appreciate someone else's. Keep an assertive win-win mindset when dealing with objections. Show that you're listening and that you want to find a solution by reflecting back, keeping focus on the issue, acknowledging new information, taking responsibility for your part in the situation, and offering support.

Reflecting back

Repeat what you hear. This acknowledges their perspective and reassures the other person that you are really listening and willing to hear their point of view. Start your reflection with something like "OK, so what you're saying is…" or "What I'm hearing is…is that fair?"

Take account of legitimate concerns or reasons that are offered ...

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