You're facing challenging clients or customers. How do you keep your stress in check?

Hi My strategy is to listen them out. Client need to release their frustration. So personal and professional life different. Why to get angry it's our job to stay calm by actually deep breathing which helps oneself remain calm. Being Psychologist one needs to keep patience. Because many of my patients ask how you are so calm. Do you get stressed listening whole day to negative thoughts. I say that's where i in between breathe in and out. Secondly one patient gone that box gets closed then another pt that box opens and he or she leaves is closed. That's my way of dealing listen, breathe and let go

Zu aller erst ist es wichtig zu verstehen, dass der Kunde nicht sie pers?nlich meint. Covid hat uns hier eine gute Technik beigebracht. Denken sie sich die virtuelle Arml?nge, mit der sie den Kunden auf emotionalen Abstand halten. Diese Einstellung hilft ihnen ruhig zu bleiben, bei sich zentriert und den Fokus auf einer professionellen Ebene zu halten.

During my tenure as a project manager, I encountered a particularly challenging client who was unhappy with the progress of a project. The client was agitated and started raising their voice. Instead of reacting defensively, I took a deep breath and remained calm. By maintaining a neutral tone and steady demeanor, I was able to set a more relaxed tone for our conversation. This composure allowed me to think clearly and address the client's concerns methodically. By the end of our meeting, the client's frustration had significantly decreased, and we were able to discuss constructive steps forward.

Wenn es die Situation erlaubt, k?nnen sie Ihren Kunden/Klienten h?flich unterbrechen um ihm mitzuteilen was sie verstanden haben, und sich hierfür eine Rückbest?tigung zu holen, so dass sie w?hrend der Diskussion immer auf dem gleichen Niveau bleiben. Und ihr Gegenüber auch das Gefühl bekommt, dass sie ein echtes Interesse an seinem Problem haben. Sollte eine Unterbrechung nicht m?glich sein, fassen sie am Ende der Darlegung zusammen, was sie verstanden haben und rückversichern sie sich, dass dies korrekt ist.

I once had a customer who was extremely dissatisfied with our service, feeling that their needs had been overlooked. Instead of interrupting or defending our position, I focused on active listening. I allowed the customer to express all their concerns fully, nodding and summarizing their points to show that I understood. By doing this, I validated their feelings and built a rapport. The customer appreciated being heard and, as a result, became more open to discussing possible solutions calmly. This approach turned a potentially hostile situation into a collaborative problem-solving session.

There was a time when a client demanded last-minute changes that were outside the scope of our agreement and would have caused significant stress and overtime for the team. I knew it was important to set clear boundaries. I explained politely but firmly what was possible within the agreed terms and why certain requests couldn't be accommodated without adjusting the timeline or budget. By setting these boundaries, I managed the client’s expectations and protected the team from burnout. The client, although initially resistant, eventually appreciated the clarity and agreed to a more realistic plan.

If you are clear on your boundaries, others will pick this up and respond with respect. Sometimes reflection following a challenging situation can help you put in place strategies to ensure clear boundaries are established at the start of similar projects.

In a previous role, a client was dissatisfied with a product delivery, claiming it didn’t meet their specifications. After listening to their concerns, I suggested a problem-solving session where we could brainstorm solutions together. We reviewed the specifications and identified where the gaps were. I proposed a few immediate adjustments and a longer-term plan to prevent similar issues. The client was impressed with the proactive approach and appreciated the transparency and willingness to resolve the issue collaboratively. This not only solved the immediate problem but also strengthened our business relationship.

Jedes fordernde Gespr?ch hinterl?sst Spuren, in unserem Verhalten, in unseren Gedanken und auch in unserem emotionalen Befinden, daher ist es sinnvoll, nach jedem Gespr?ch eine Art S?uberung durchzuführen. Das darf gerne k?rperlich oder akustisch sein. Sie k?nnten sich z.B. ausschütteln, wenn das zu auff?llig ist, dann schütteln sie einige Male nur die H?nde aus. Oder sie k?nnen die Anspannung aus ihren Backen pusten. Etwas sehr unkonventionell w?re auch, wenn sie ein Wort finden, dass sie auf Abstand hebt, wie z.B. Igitt und wiederholen es einige Male. Welches w?re das Wort das ihnen spontan einf?llt?

I remember a particularly intense day where multiple clients were unhappy, and it felt overwhelming. During a particularly difficult call, I could feel my stress levels rising. I excused myself politely and took a short break. I went for a quick walk outside, practiced some deep breathing, and allowed myself to decompress. This short break helped me regain my composure and return to the call with a clearer mind and renewed patience. It was a simple yet effective way to manage stress and handle the situation more effectively.

After dealing with a particularly challenging client, I made it a point to reflect on the interaction. I considered what went well, such as maintaining my calm and setting boundaries, and what could be improved, like perhaps preparing more detailed project updates to prevent misunderstandings. This reflection wasn't about dwelling on the negative aspects but about learning and growing from the experience. By understanding what worked and what didn’t, I was better equipped to handle similar situations in the future, ultimately enhancing my stress management skills and professional resilience.

Herausfordernde Kunden oder Gespr?che wird es immer geben. Um in Balance zu bleiben sollten wir diese Art Interaktion als ein Spiel oder Wettbewerb betrachten, dass uns selber immer klarer werden l?sst, wer wir sind, und was wir k?nnen. Und letztendlich gewinnen und verlieren wir alle immer wieder, und sollten sie doch einmal in einer schwierigen Situation nicht die richtigen Worte finden, verzeihen sie sich und lernen sich dadurch besser kennen. Schlie?lich sind wir alle nur Menschen. Bleiben sie positiv und vor allem emotional auf Abstand, gerade bei gesch?ftlichen Beziehungen.