Navigating meeting conflicts is a core part of your role as an executive assistant. You’re like the mediator at the center of it all—helping your executive and everyone they work with stay on track, even when things get complicated.

Some situations you'll find yourself responding to include:

• Last-minute changes
• Smoothing over tense moments
• Balancing the needs of different stakeholders

Mastering these skills helps you keep meetings productive and relationships strong 💪, no matter what comes your way.

Last-minute changes and strong preferences are just part of the territory in a fast-paced business environment. How you respond can set the tone for everyone involved. When someone requests a sudden change, start by acknowledging their situation and then clearly communicate any impacts.

A helpful way to do this is by using the SBI (Situation, Behavior, Impact) framework. For example, instead of saying, "You can't cancel last minute," you might say, "I understand your schedule is tight (Situation). When meetings are canceled at the last minute (Behavior), it can be challenging for the team to adjust and keep the project on track (Impact). This meeting is important for the project’s progress, so let’s see how we can make it work for everyone." This way, you show empathy, keep the conversation focused on solutions, and help everyone understand the bigger picture.

Tension is bound to pop up when priorities clash or disagreements come up. The way you use your words and your attitude can really help shift things from defensive to collaborative. Try using positive, forward-looking language to reframe issues and encourage teamwork.

For example, if two stakeholders are at odds, instead of saying, "That's not your responsibility," you could say, "Let’s look at how we can divide the tasks so everyone’s strengths are used best." Below is a table of some more examples of how to use positive language to show compassion and understanding without placing blame:

Balancing competing needs is all about active listening and a bit of creative problem-solving. If your executive is double booked and two team members both want the same time slot for their one-on-one, you might say, "I see both of your points. What if we split the time into two shorter sessions so everyone gets a chance to connect?" By acknowledging everyone’s needs and offering alternatives, you help keep things moving forward without taking sides.

Here’s a sample dialogue that demonstrates these skills in action:

• Victoria: Jake, I just found out I have a conflict at the time of tomorrow’s project meeting. Is there any way we can reschedule?
• Jake: Thanks for letting me know, Victoria. I understand things come up. This meeting is important for the team’s progress, so let’s see if we can find a new time that works for everyone.
• Victoria: I appreciate your flexibility. I know it’s short notice.
• Jake: I’ll check with the others and suggest a couple of alternative times. If needed, we can also record the session so you don’t miss any updates.