We recently worked with a Forecasting team on handling situations that required pushback. For example, one day the National Sales Director came into a forecaster’s office and said, “We don’t really want to have the sales forecast that high, do we?”
For Sales, a higher forecast meant a higher target to meet; and they’d rather have a lower forecast and exceed it than the other way around.
How should the forecaster respond?
You may find yourself in a variety of situations that call for pushback. When you receive requests that are unrealistic, unnecessary, or do not align with strategic priorities—you need to speak up! Your experience and expertise enable you to recommend an effective course of action related to your role. You’ll also establish yourself as a strategic partner who can provide guidance toward the best overall outcome or value.
While you are clear about the best course of action, you still may not push back in these situations because of fears about potential consequences, like:
- People will think you are difficult
- You will not be considered a team player
- People won’t believe you
- It will hurt your working relationships
These are valid concerns—and why the Art of Pushback is crucial!
The Art of Pushback is the ability to respond to a situation in a way that enables others to recognize the validity of your approach, while preserving your relationships with them.
Two communication tools will help you accomplish these goals:
- Assertiveness
- Sources of Credibility
Assertiveness
To quote our blog, assertiveness “is based on healthy self-esteem and respect for everyone’s rights.” Assertive communication involves taking time to consider your response, offering your opinion, and clearly expressing your position. For more tools to enhance your assertiveness, check out the section on 7 Strategies for Assertive Communication in this blog.
Sources of Credibility
Credibility gives people a reason to trust what you say. Sources of Credibility fall into 4 main categories: Knowledge, Personal, Relationships, and Position.
Knowledge
Do you have specialized expertise about a particular topic? Maybe you have access to information or data that your stakeholders do not. You may also have process knoweldge and understand how things are done within the organization. You can leverage this credibility source by sharing your knowledge as the rationale for your position.
Personal
Do you have an inspiring or persuasive personality? If so, it can increase your crediblity—but it isn’t necessary. Your reputation is also part of your personal credibility. If you have a reputation for being competent and good at your job, that will increase your credibility. Professional credentials can add to your credibility as well. While you don’t want to brag about your degrees and certifications, strategic placement of this information (for example, in your email signature) communicate it more subtly.
Relationships
Do you have allies? Your relationships with leaders, colleagues, and direct reports can all contribute to your credibiity. Imagine you are sharing your recommendation with a stakeholder from another functional area. If that stakeholder knows you have a strong relationship with their manager, it will lend crediblity to your idea.
Position
Does your position give you the ablity to create consequences for others? Does your position give you control over resources (i.e. budget, time)? Your position is probably the most obvious source of credibility, but it should not be overlooked. In certain situations, your positional crediblity can be used to achieve the best outcome.
What Are Your Sources of Credibility?
Consider the Sources of Crediblity described above. Which do you possess? How can you continue to develop your sources of credibility?
Once you have determined your Sources of Credibility, practice using the PREP model to leverage them in your communication. Ultimately, the Art of Pushback is not about being disagreeable or confrontational, but about respecting yourself and contributing your expertise for positive results.
Does your team need to improve their Art of Pushback? Check out BRODY’s Make Your Voice Heard program at the link provided.