The call came in late one afternoon.

“I don’t know how to handle this,” my client said. “I delivered exactly what we agreed on, but the client isn’t happy. Should I wait for them to bring it up or address it first?”

I could hear the hesitation in his voice. He had done all the checks and knew his team’s approach was correct. However, the result was not as the client had expected. He was dreading getting the call that meant needing to appease an irate client.

“Bring it up first,” I said. “And let’s plan your approach.”

We role-played.

He started explaining. A lot.

He went into unnecessary details, trying to justify the outcome, and—without meaning to—he sounded apologetic.

That’s when I stopped him.

“Let’s make an important distinction here,” I said. Explanations sound defensive. Information provides clarity.

When you explain, it feels like you’re trying to convince someone. The energy shifts to justification, and suddenly, you’re on the back foot— even when you’ve done nothing wrong.

When you provide information, you’re simply laying out the facts.

No defensiveness. No over-explaining. Just clarity.

So we reframed his response:

1. Start by stating the facts simply and confidently.

2. Acknowledge the concern without taking unnecessary responsibility.

3. End with: “You don’t need to be concerned—we have the situation handled.

How can I help you feel more comfortable and at ease?”

The difference? Immediate confidence and relief.

The result? The client felt reassured, not because of an over-explanation, but because of a calm, clear, informative response.

The caveat? When you’ve made a mistake, it’s best to own up and apologise. The same format can be used. This wasn’t the case here so do your checks, own up ch.

So here’s my question to you: Do you ever find yourself over-explaining when things don’t go as planned?

What would change if you simply provided the right information with confidence?

Comment below and tell me what’s on your mind.

Here’s to handling tough conversations with clarity and confidence.

Leadership Mojo – The unique energy, confidence and clarity that enable leaders to inspire, influence, and make an extraordinary impact.

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