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You're having a difficult conversation with a client. How can you ensure it doesn't turn into a disaster?

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No one likes to have difficult conversations with clients, but sometimes they are unavoidable. Whether you need to deliver bad news, negotiate a change in scope, or resolve a conflict, you want to make sure that you handle the situation professionally and respectfully. In this article, you will learn some tools for managing difficult conversations with clients and avoiding potential disasters.

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Timo Pelster

1 Prepare yourself

Before you initiate a difficult conversation with a client, you need to prepare yourself mentally and emotionally. Think about the purpose and the desired outcome of the conversation, and anticipate how the client might react. Plan what you will say and how you will say it, and practice if possible. Also, consider the best time and mode of communication for the conversation. You want to avoid catching the client off guard or interrupting their workflow.

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2 Listen actively

One of the most important skills for managing difficult conversations is active listening. This means that you pay attention to what the client is saying, and show that you understand and empathize with their perspective. You can use techniques such as paraphrasing, reflecting, and asking open-ended questions to demonstrate active listening. Active listening can help you build rapport, clarify issues, and prevent misunderstandings.

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Timo Pelster
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It's important to not apply active listening to that one situation only but, as part of the meeting preparation, go through previous conversations, reflect on former exchanges and analyze for the needs, expectations, the pain and emotions so that during that difficult meeting it is easier to identify keywords and be ahead of the emotional rollercoaster.

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3 Express yourself

Another key skill for managing difficult conversations is expressing yourself clearly and respectfully. You want to communicate your message and your feelings without blaming, accusing, or attacking the client. You can use techniques such as "I" statements, assertive language, and positive framing to express yourself effectively. For example, instead of saying "You are always late with the payments", you can say "I feel frustrated when the payments are delayed".

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4 Collaborate on solutions

After you have listened and expressed yourself, you want to collaborate with the client on finding solutions that work for both parties. You want to avoid imposing your own agenda or making assumptions about what the client wants. You can use techniques such as brainstorming, negotiating, and compromising to generate and evaluate options. You also want to make sure that you agree on the next steps and follow up on them.

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5 Manage emotions

Difficult conversations can trigger strong emotions in both you and the client. You want to manage your own emotions and help the client manage theirs. You can use techniques such as breathing, pausing, and reframing to calm yourself down and avoid reacting impulsively. You can also use techniques such as acknowledging, validating, and empathizing to help the client cope with their emotions and reduce their defensiveness.

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Whitney Coleman, LICSW, LCSW-C

Therapist for Women of Color | Author | Speaker | Anxiety Expert
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I tell them I know this has been a difficult conversation. So can we both pause and take a couple of deep breaths to give ourselves a break for a minute. I feel for the client, but I also want to give them time to de-escalate before their emotions overwhelm them. After breathing, I ask them if they are ready to restart the conversation or if they would like more time. Then I ask them what they think a solution to the situation is & how we can move forward to address it together. I knew in advance we were going to have the conversation therefore I had time to process what was happening, but this client was being blindsided so let them regain a sense of control.

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6 Learn from feedback

The last tool for managing difficult conversations is learning from feedback. You want to ask for and give feedback to the client about how the conversation went and what can be improved. You can use techniques such as asking for specific examples, giving constructive criticism, and expressing appreciation to exchange feedback effectively. You also want to reflect on your own performance and identify your strengths and areas of improvement.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Alyssa Gessleman

PMP Certified Project Manager | RN Healthcare Background | Leveraging Data Analytics & Lean Six Sigma: Cross-Functional Leader
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To ensure a difficult conversation with a client doesn't turn into a disaster, start by preparing thoroughly: understand the client's concerns and have facts and solutions ready. During the conversation, remain calm and empathetic, actively listen to their concerns, and validate their feelings. Communicate clearly and avoid jargon to ensure understanding. Stay focused on the issue at hand and avoid taking things personally. Seek a collaborative approach to problem-solving, showing willingness to find a mutually beneficial solution. Follow up after the conversation to demonstrate commitment to resolving the issue and maintaining a positive relationship. This approach can turn a challenging situation into a growth opportunity.

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You're having a difficult conversation with a client. How can you ensure it doesn't turn into a disaster?

1

2

3

4

5

6

7

1 Prepare yourself

2 Listen actively

3 Express yourself

4 Collaborate on solutions

5 Manage emotions

6 Learn from feedback

7 Here’s what else to consider

Interpersonal Skills

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You're having a difficult conversation with a client. How can you ensure it doesn't turn into a disaster?

1

2

3

4

5

6

7

1 Prepare yourself

2 Listen actively

3 Express yourself

4 Collaborate on solutions

5 Manage emotions

6 Learn from feedback

7 Here’s what else to consider

Interpersonal Skills

给文章评分

感谢您的反馈

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