We’ve all experienced moments when we feel at a loss for words and wish we had been able to think of the right thing to say. Regardless of how tough the situation and conversation gets, no interaction is ever completely lost. You can transform tough conversations—and the relationships they affect—by asking a few power questions.

In these situations, when there’s a lot on the line, it’s not all about finding the right thing to say: It’s about asking the right questions. By posing just one or two thoughtful questions, you can turn even the most difficult conversation around, shift the focus back to the other person, and give yourself invaluable breathing room to gather your thoughts.

Read on for a look at 10 of the toughest, most awkward conversations you’ll ever have, and the powerful questions that will help manage them with ease.

1. A customer demands a discount

When a customer asks for a discount, that’s a strong “buying signal.” You can shut the conversation down by simply saying “no.” Or, you can open up the conversation and learn more about your customer.

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