DEALING WITH DIFFICULT CLIENT SITUATIONS
Help! (I can see you’re angry.)There are no difficult clients – only those who don’t feel fully heard and fully understood. You can acknowledge how they feel (I can see you’re angry) without agreeing with them. You must find out why the client is angry and make a real effort to understand. Explore their position using questions, listen carefully, confirm your understanding, offer alternatives, help them understand the implications. Remember above all that they want to be heard. Don’t discuss solutions too early.