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Navigating Tough Talks in Customs*

Tough conversations are part of the job. Learn how to handle them to protect compliance and foster collaboration.


' This also applies for export control and sanctions professionals.


What Questions We Will Answer in this blog:

  • How can customs* managers effectively prepare for difficult conversations?

  • What are the best strategies for active listening during these discussions?

  • How can collaboration be encouraged when dealing with compliance and legal challenges?


Introduction

In the fast-paced world of customs management, import and export control, and sanctions, tough conversations are inevitable. Whether you're dealing with a breach of compliance, conflicting objectives, or sensitive legal requirements, knowing how to handle these situations can make or break your success.


"The key to mastering difficult conversations is preparation and empathy—understanding the issues and the people involved."—Arne Mielken, Managing Director of Customs Manager Ltd

How Can Customs Managers Effectively Prepare for Difficult Conversations?


I think preparation is crucial when heading into challenging discussions. For customs managers, this often means balancing strict compliance with the realities of business operations. Here’s how to prepare:


1. Define Your Objective Begin by understanding what you want to achieve from the conversation. Are you addressing a compliance issue, clarifying regulations, or resolving a conflict? Clearly defining your objective will guide the discussion and help you stay focused.


2. Gather the Facts Accurate information is the backbone of any successful conversation. Ensure you have all the necessary data and understand the regulations and laws involved.


3. Consider Multiple Perspectives Every situation has different viewpoints. Think about how the other party might perceive the issue, especially when dealing with complex regulations like the UCC. This empathy can help you approach the conversation more effectively, ensuring you consider the broader impact on business operations and compliance.


4. Plan Your Opening The way you start a conversation sets the tone. Aim to open with a collaborative mindset, inviting the other party to share their perspective. For example, starting with, "I want to ensure we’re on the same page regarding the latest customs, export controls or sanctions updates," can foster a cooperative atmosphere.


5. Practice the Discussion Rehearse the conversation with a trusted colleague. Role-playing can help you anticipate responses and refine your approach. This step ensures you’re confident and ready to handle any curveballs.


What Are the Best Strategies for Active Listening During These Discussions?


I think that actively listening is essential in ensuring that the other party feels heard and understood, which is particularly important in high-stakes discussions.


Here’s how I master it:


1. Give Your Full Attention Customs professionals often juggle multiple tasks, but during a difficult conversation, your focus should be on the individual in front of you. Avoid distractions and stay present.


2. Watch for Non-Verbal Cues Pay attention to body language, eye contact, and other non-verbal signals. These cues can provide insights into how the other party is feeling and whether they’re receptive to your message.


3. Rephrase Key Statements To ensure you’ve understood correctly, repeat back what the other person has said. This can be as simple as, "So, you’re concerned about how the new CPC might affect our export processes. Is that correct?" This shows you’re listening and allows for clarification.


4. Ask Clarifying Questions Dive deeper by asking specific questions. For example, "Can you explain how this impacts our EORI registration?" This encourages the other party to elaborate, ensuring you gather all necessary details.


How Can Collaboration Be Encouraged When Dealing with Compliance and Legal Challenges?

When facing complex challenges, fostering a collaborative environment is key. This is especially true in the realm of customs management, where regulatory compliance must align with business goals.


1. Define the Issue Clearly Start by outlining the problem at hand. Be specific—if it’s about non-compliance with the UCC, explain how this could impact the business. When the issue is clearly defined, the other party is better equipped to help find a solution.


2. Explore Possible Solutions Together Invite the other party to suggest potential solutions. For instance, ask, "How do you think we can adjust our clearance processes to meet the new sanctions requirements?" By involving them in the problem-solving process, you encourage ownership and collaboration.


3. Develop a Concrete Plan Once solutions are on the table, work together to create an actionable plan. Ensure this plan includes clear steps, timelines, and responsibilities. For example, you might agree to regular check-ins to monitor compliance with export controls.


4. Follow-Up Regularly A conversation without follow-up is a missed opportunity. Schedule follow-ups to review progress, address any new issues, and ensure that everyone remains on track. This keeps the momentum going and reinforces commitment to the plan.


Takeaway

Difficult conversations are unavoidable in customs* management, especially when dealing with compliance and legal challenges. By preparing thoroughly, listening actively, and fostering collaboration, you can navigate these talks successfully, ensuring that both compliance and business objectives are met.


My Expert Recommendations

  • Prepare meticulously: Understand the regulations and gather all necessary data.

  • Listen actively: Focus entirely on the conversation and pick up on non-verbal cues.

  • Encourage collaboration: Involve the other party in problem-solving to create buy-in.


How We Can Help

I and my team at Customs Manager Ltd offer comprehensive support for customs managers dealing with challenging conversations and compliance issues. We provide import-export operations support, including bespoke consultancy and practical assistance. We offer public, in-house, and on-demand training tailored for customs professionals, importers, exporters, and their partners. Our membership services include weekly customs trade intelligence and updates. We also offer UK import and export customs clearance services. For more details on services, visit www.customsmanager.org.


Sources That We Base Our Information in This Blog On

  • Practical insights from experienced customs managers and consultants

  • We also like to thank Joseph Lalonde who has over 20 years of leadership experience across church and business sectors. He shares insights on his blog jmlalonde.com and finds parallels between leadership and we have drawn on this for this blog.


Where To Find More Information On This Topic

To dive deeper into customs management and related legal frameworks, members can:

  • Subscribe to The Customs Watch – our weekly consolidation of updates to law, guidance, and policy

  • Visit our Knowledge Hub Content Library and read more at www.customsmanager.info, where we have a wealth of information on customs management.

  • Members can search our library for any topic here: Search Results


If you're new here and find value in our information, get started with a free Standard Membership to our Trade Intelligence service to receive updates directly to your inbox. We keep you informed about customs, export control, and sanctions changes - BASED ON YOUR PREFERENCES (you will be asked to complete a survey. This ensures the information you receive is always relevant and helpful. Standard membership is free of charge. To get started, leave your e-mail address at www.customsmanager.info.


Training

We offer extensive training on customs management, compliance, and handling difficult conversations. Please visit www.customsmanager.org/events to explore the course plan and book one of the following public courses.


About the Author

I (Arne Mielken) am a customs, export control, and sanctions expert with over 20 years of experience having working in Big 4 Consultancy, global trade management technology companies, and many international trade and export UK and EU trade associations as Executive Direction for many years. I am proud to be a Freeman of the City of London and a Liveryman of the Worshipful Company of World Traders and I am a member of many customs, export control & sanctions associations, like the Customs Practitioners Group (CPG), the UK’s Association for International Trade (ACITA), the Europäischen Forum für Außenwirtschaft e.V. (EFA) and Office de développement par l’Automatisation et la Simplification du Commerce Extérieur (ODASCE)


Connect With Me & My Team

You can find out more about me here and connect with me on LinkedIn. I also run a YouTube Channel where you can get more free tips and advice on customs, export controls and sanctions.


Our Meeting Place in the Heart of London

If you prefer to meet face-to-face, we are excited to meet our clients, friendly, and partners in our Central London Office in the German Business Hub, at 42 Essex Street. This is where we carry out our live training and have ample opportunity to network, in the heart of the global City of London.


Disclaimer: The information provided in this blog post is for educational purposes only and should not be construed as legal advice. Consulting with legal professionals, specialists, or specific compliance requirements and guidance are recommended. Book a free call with our expert at Customs Manager Ltd here.



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