TEAM BUILDER
Turn Pressure Into Productive Conversation
>When emotions run high — missed deliveries, last-minute changes or dis- satisfied customers — communication can either steady the situation or esca- late it. “We don’t always make great deci-
sions under pressure,” Eileen Weber, AAF, PFCI, of Lake Forest Flowers in Illinois, said during her Next Gen LIVE! session, “Communicate on Cue.” Weber’s advice challenged floral
professionals to rethink how they respond under pressure when inter- acting with customers, colleagues and suppliers.
Understand What’s at Stake High-stakes conversations are common across the floral industry, from weddings and sympathy work to supply chain dis- ruptions. Weber emphasized that these moments are often charged because customers are invested. “When people invest time
and money into something, they really care about it,” she said. That emotional investment
means even small missteps — like a substitution or delayed shipment — can feel signifi- cant. For teams, recognizing that emotional layer is the first step toward managing it effectively.
Common Pitfalls Under Pressure Weber outlined several mistakes that can derail communica- tion: overexplaining, becoming defensive, avoiding the issue or overpromising solutions. These reactions, while natural, often intensify the situation rather than resolve it. Instead, she encouraged
professionals to develop skills like emotional regulation, asking
The magazine of the Society of American Florists (SAF) 13
clarifying questions and maintaining “confident silence” — a pause that allows both sides to reset. “Silence can actually be good,”
Weber said. “It gives everybody a chance to reset in that conversation.”
A Framework for Better Outcomes Weber offered a clear, repeat- able approach for handling difficult interactions: 1. Acknowledge emotion 2. Clarify the facts 3. Align with company policies 4. Offer a realistic solution This structure helps teams stay
grounded, even when conversations feel unpredictable. Equally important is setting
boundaries — something many in customer-facing roles find
challenging. “Your boundaries not only protect your team, but your clients, your creativity, your brand and how well you’re respected,” Weber said.
Building a Culture of Communication For leaders, the takeaway extends beyond individual interactions. Addressing issues early, documenting conversations, and inviting dialogue all contribute to a healthier team environment. Weber reminded attendees that
communication is not an innate trait but a learned skill. “This is not a personality trait. These are things that you practice, and anybody can get good at,” she said.
Amanda Jedlinsky is the senior director of content and communications and the editor in chief of Floral Management.
SHUTTERSTOCK/ WINWIN ARTLAB
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