In these situations, I find it’s important to focus on team dynamics before and after the incident. After addressing the issue privately, I bring the team together to realign on our shared goals and roles. I also use this as an opportunity to encourage open feedback loops, where team members can voice concerns without undermining authority. This approach fosters a culture of trust and mutual respect. It shows clients that even when challenges arise, we address them constructively and move forward as a stronger, united team.

Gaining back control and respect after a team member challenges your authority in front of customers takes a strategic approach: stay calm: keep calm; Emotional responses can escalate the situation. Accept the challenge: Summarize team members' perspectives without compromising your own authority. Redirect the conversation: Highlight your role and shift the focus back to the agenda. For example, say, “I appreciate your perspective. But let's focus on customer needs again.” Address it privately: Discuss the behavior with team members after the meeting. Explain the impact on team dynamics and customer perception. Strengthen leadership: Clearly communicate the team's vision and role in meeting future challenges.

It is important not to bring up any conflict in front of the client. This means ending the conversation as constructively as possible. If the discourse between management and social work is about the further professional approach and from the management's point of view there is no other option open, here is an example: "You brought in a good professional aspect. Unfortunately, we cannot pursue it further here at the moment. Afterwards we will be happy to sit down together about this. When do you have time?" This way you avoid time pressure and can then reflect on the entire situation with a little emotional distance.