Talk with your boss if you feel undermined

Q: My company is in the middle of discussions with an important client, and I have been given authority to negotiate on behalf of my firm. The problem is, the client is not accepting my authority and keeps going to my boss, and she doesn’t always stop him. How do I rein him in? —Troy, 32, account management and sales executive

A: You have to be firm, but also make sure your boss is sending a consistent message.

In order to resolve this, analyze the situation from all perspectives: yours, your boss’, and your client’s.

Perhaps from your point of view, you see a situation where the other parties are showing lack of confidence in you, or where you are missing key information because of conversations they are having without you. Make a case for the reasons for your concerns, tying it back to the impact it will have on the desired business outcomes.

What about your boss’ perspective? If she has worked with this client before, she may be getting some personal enjoyment out of the interactions.

Likewise, the client may feel like he is talking with an old friend, may think that perhaps you’re too inexperienced to work with, or may be using it as a tactic to play you and your boss against each other.

Then set up time with your boss. It’s essential that she understand the impact of these end runs on you and the negotiation.

Next, you need to reinforce your position with the client. It’s also not a bad idea to check your own behavior as a negotiator. Are you maintaining a strong presence?

If you don’t have a clear view on that, ask others who will give you unbiased feedback — this may include your boss — so that you can up your game, where needed.

Be clear and direct about your expectations in order to build respect and get the outcome you are seeking.