Authentic Global Solutions

A Business Analyst will engage in many conversations that impact the outcomes of projects or business activities they are involved in. Some of these conversations will be crucial, meaning the stakes are high and opinions differ. More often than not, these conversations are highly emotional so the Business Analyst must be well equipped to successfully handle them. Here are a few points to help:

Emotional Intelligence

Crucial Conversations tend to be difficult so preparation is key to a successful outcome. The Business Analyst will need a healthy dose of Emotional Intelligence to navigate their own emotions as well as that of the participants. As the Business Analyst your role might be to facilitate a specific outcome. Consider how the discussions might affect the participants especially those with opposing opinions. Remember, business decisions and change impact people and their roles in many ways that can be positive or negative from their standpoint, so be empathetic.

Create a safe space for expression

While we may not always agree with one another, the best solutions and outcomes are found in a place where everyone feels able to speak-up and be heard. The Business Analyst should be cognisant of personality types and be able to guide the conversation to get the best out of everybody. Listen and hear. The important thing is to ensure effective communication happens and be ready to convert disagreements into dialogue.

Purpose

Before any dialogue commences, find a common purpose and ensure it is communicated clearly. The Business Analyst may need to work hard to find a common purpose and it would help to ask each participant in advance for their perspective. Seek to understand their position and do so genuinely. People do not like being manipulated and will resist if they feel they are being patronised.

Remain Factual

The Business Analyst should ensure the discussions are based on facts. It is OK for people to express their opinions but to remain on track, you must ensure participants stick to the facts. Be prepared to pause the conversation when you sense it is not going well and re-iterate the purpose and the associated facts, then continue dialogue.

Actions and follow-up

After the conversation, to ensure a successful outcome, actions have to be taken and decisions made. Summarise the conclusion of the conversation, any next steps that need to be taken and who is responsible for each action and ultimately, the final decision.