3 Crucial Tips for Realtors on Handling Tough Conversations

Imagine you’re on a call with a buyer who’s frustrated, saying, “Why hasn’t our offer been accepted yet? This market is impossible!” 

Your stomach knots—how do you keep their trust without losing momentum? 

As a realtor, these moments are make-or-break, testing your ability to stay calm and turn friction into opportunity.

And trust me, I’ve been there. Early in my career, I fumbled through tense talks, not knowing what to say and second-guessing my words until mentorship and experience taught me how to navigate these touch conversations with confidence. 

Now, with over 20 years in real estate and as a certified Exactly What to Say® Guide, I’m passionate about sharing practical tips for realtors so they can learn to handle tough conversations with poise and purpose. 

These conversation strategies for realtors will empower you to build trust, diffuse tension, and drive deals forward. 

1) Lead with Curiosity, Not Solutions

Jumping to solutions in a tough conversation can backfire, making clients feel dismissed. They may feel like you’re being pushy instead of actually listening to what they have to say.

One of the best tips for realtors is to lead with curiosity—ask thoughtful questions to dig into their concerns first. This shows you’re genuinely listening and sets the stage for tailored solutions, reducing resistance and fostering trust.

Example: Uncovering Client Hesitations

When curiosity drives your approach, you uncover the root of a client’s hesitation, paving the way for meaningful dialogue. Here’s how it looks in action:

• Scenario: A client hesitates to make an offer on a home.

• Instead of: “This is a great deal—you should act fast!”

• Try Asking: “What’s holding you back from moving forward with this property?”

• Why It Works: This question creates a safe space for the client to voice specific concerns, like doubts about the neighborhood or financing, giving you actionable insights to address their needs and build trust.

2) Use Empathy to Reframe Objections

Objections aren’t dead ends—they’re chances to connect. 

By validating a client’s concerns with empathy and reframing their perspective, you guide them toward solutions without clashing. This communication technique transforms tense moments into collaborative ones, making clients feel heard and valued.

Example: Addressing Budget Concerns

Empathy turns objections into opportunities to align with your client’s priorities. 

Here’s a practical example:

• Scenario: A client objects, saying, “This home is too expensive for us.”

• Instead of: “Let me show you financing options to make it work.”

• Try Responding: “I hear you—it’s important to feel comfortable with your investment. Can we explore what aspects of this home matter most to you?”

• Why It Works: Acknowledging their concern lowers their defenses, and the follow-up question uncovers priorities (e.g. location over size), enabling you to propose a tailored solution that resonates with where they are.

  
  

3) Shift from Persuasion to Partnership

Pushing to persuade in a tough conversation can feel like a battle. Instead, foster partnership with question trees and collaborative phrases to co-create decisions. This shift builds trust and positions you as a trusted advisor, helping clients feel empowered in the process.

Example: Guiding a Decision

Partnering with clients creates a sense of shared goals, making decisions feel natural. Here’s how to apply it:

• Scenario: A client is unsure about signing a listing agreement.

• Instead of: “You should sign with me—I’m the best choice.”

• Try Asking: “Because of the fact that you said you want to sell quickly, what’s the most important factor in choosing your realtor?” Follow Up: “How can we work together to meet that goal?”

• Why It Works:  These questions align with the client’s stated goals, encouraging them to articulate priorities (e.g. speed or marketing), which helps you tailor your pitch and secure their commitment, enhancing your ability to speak with confidence.

Putting These Tips for Realtors into Action: Your Next Steps

Turning these tips for realtors into habits takes intention, but it’s like learning to stage a home—practice makes it second nature. 

Start by picking one strategy, say, leading with curiosity, and use it in your next client call. 

For example, I once had a buyer balk at a home’s condition. Instead of defending the property, I asked, “What specifically concerns you about the home?” That simple question uncovered their fear of hidden repair costs, letting me guide them to a solution with trust intact. 

After each tough conversation, jot down what worked and what didn’t—did your question open dialogue or stall it? Over time, you’ll find your groove, and these communication tips will feel like your go-to tools. 

If you’re stuck, lean on a mentor or colleague for feedback—because no one nails every talk alone, and that’s okay! These small steps will boost your client communication in real estate and set you apart as a realtor who handles tough moments with grace.

The 3-Minute Rule: Know When to Ask for Help

As realtors, we often try to solve everything on our own, but tough conversations can sometimes stump even the best of us. 

That’s where my “3-minute rule” comes in: If you can’t figure it out in three minutes, reach out for help. 

I’ve leaned on mentors throughout my career to navigate challenging moments, and now, as a mentor myself, I find it incredibly rewarding to guide realtors through their own hurdles. 

Not every problem can be solved in isolation—finding a mentor or seeking support is often the key to unlocking real estate career growth. 

Ready to master tough conversations? Start with these tips for realtors, and if you need guidance, I’m here to help.

Which of these conversation strategies will you try in your next tough talk? Or do you have a go-to phrase that works for you?

Drop it in the comments below—I’d love to hear your insights!

About Kara

Kara Moll empowers busy executives to become confident, effective communicators—unlocking their full potential in both their personal and professional lives. A real estate coach with Keller Williams MAPS Coaching, Kara is one of Phil M. Jones’ Certified Guides and an Exactly What to Say® Coach. She combines these powerful communication frameworks with expertise in Neuro-Linguistic Programming and Energy Leadership Coaching to help clients achieve transformative results.

With over 20 years of experience in real estate, coaching, and training, she brings a wealth of knowledge and insight to every interaction. To take your communication skills to the next level, enroll in one of her upcoming workshops or events at Workshops & Events | Kara Moll