I am definitely guilty of not knowing when to stop talking. In fact, I am often told that I can talk under water (not sure that that is a compliment?). But my ability to talk under water isn’t the point of this post…

Whilst many difficult interactions that you and your team are involved in with clients and customers (or even colleagues) will be resolved easily and without incident, there will inevitably be times when your words aren’t working, you feel like you aren’t getting anywhere, and you recognise that no amount of further conversation back and forth is going to provide a suitable outcome.

And it is at these precise moments that you need to know when to stop talking, and how to effectively end the interaction and prevent it from escalating further.

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