You’re having trouble resolving conflicts with clients. What’s the best way to move forward?

2 Focus on solutions

Once you have identified the problem and the interests of each party, you can start to brainstorm possible solutions that can satisfy both sides. Avoid getting stuck on positions or demands that may limit your options or create more conflict. Instead, focus on the underlying needs and values that motivate each party and try to find creative ways to meet them. For example, if your client wants a faster delivery time and you are concerned about the quality and reliability of your system, you can propose a solution that involves testing and debugging in parallel or using modular components that can be easily replaced or updated.

3 Communicate effectively

Communication is key to resolving any conflict and building trust and rapport with your client. Use clear, concise, and polite language that avoids technical jargon or ambiguity. Use positive and constructive feedback that highlights the strengths and benefits of your work and acknowledges the areas of improvement or compromise. Avoid blaming, criticizing, or attacking your client or their ideas. Use active listening skills that show your attention and interest, such as nodding, paraphrasing, or summarizing. Also, use non-verbal cues that convey confidence and professionalism, such as eye contact, posture, or gestures.

4 Negotiate fairly

Sometimes, you may not be able to find a solution that meets the satisfaction of both parties and you may have to negotiate some trade-offs or concessions. In this case, it is important to strive for a win-win outcome that preserves the relationship and the quality of your work. To negotiate fairly, there are some basic principles you should follow. Establish clear and realistic objectives and criteria for the negotiation, prepare and present your arguments and evidence logically and persuasively, respect and acknowledge your client's point of view and concerns, be flexible when considering alternative proposals or suggestions, seek mutual benefits and value-added options, avoid using ultimatums, threats, or coercion, and confirm and document the agreement as well as the action plan.

5 Learn and improve

The final step to resolving any conflict is to learn from the experience and improve your skills and processes. After the conflict is resolved, you should evaluate the outcome and the process and identify what worked well and what could be improved. You should also solicit feedback from your client and share your own feedback with them. This will help you to strengthen your relationship and prevent future conflicts. You should also apply the lessons learned to your future projects and improve your communication, planning, and problem-solving skills.

6 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?