Decision Roadblock #4: Anticipating Emotional Blowback
February 2, 2023 | By David M. Wagner
A former boss of mine used to quip, “If you want to make someone angry, mess with their pay, their parking, or their office.”
The truth is, people get upset for all kinds of reasons. And we can’t always expect the blowback we encounter.
Other times, it’s more obvious when emotions will run high – such as matters affecting status, job security, or (apparently) parking. Gaining stakeholder commitment and acceptance for significant changes is important. But that doesn’t mean concern over blowback should stop us from making a timely, effective decision.
When you expect an emotional reaction, it helps to take appropriate stock of the consequences of your decision, factor that impact into your decision-making process, and communicate the change in an emotionally-responsive way. Here are some key questions to ask yourself.
Who is affected? Get clear about what will change with each alternative you’re considering and who will be impacted by that change.
How will this affect what is important to them? Emotions accompany changes that appear to threaten something people hold dear. How will the decision impact what stakeholders value?
How have I factored their needs into this decision? Stakeholders will be more receptive to a choice they had a say in making. A second-best option is to appoint someone “in the room” to advocate for stakeholders’ perspectives. That way you can consider their needs, even if the needs of the mission override those interests.
How will I communicate this decision in a way that is emotionally responsive? Word about your decision may come as bad news to some. The temptation to bury the lede is a sure way to erode stakeholder trust. Instead, help stakeholders brace for the news (by telling them a tough message is coming), being direct about the impact they can expect, expressing empathy with their difficulty, and explaining how you reached the decision.
How will I handle unexpected emotional responses? The response you get when you relay your decision may be better, worse, or just different than what you expected. Have a plan up front for fielding and addressing that feedback.
Even with your best intentions – and preparations – you may encounter blowback that reveals you missed something very important. Whoops…if you did screw up, first, join the club! And second, I can’t offer a better place to start than this script for rebuilding lost trust, from trust guru Andrea Howe over at The Get Real Project.
But just like fear of making a wrong choice can stand in our way of making any choice, don’t let concern about emotional reactions stop you from making the right choice. Let empathy with stakeholder concerns guide your decisions and communications while prioritizing the needs of your mission.
If you’re not sure how to balance all those factors or want an outside take on your stakeholders’ needs, schedule a call with us – we routinely partner with clients to bring an objective perspective to tough choices.