You’re coordinating a project with a difficult client. How can you improve your negotiation skills?

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As a project coordinator, you may encounter clients who are demanding, unreasonable, or uncooperative. These situations can be stressful and frustrating, but they also offer an opportunity to improve your negotiation skills. Negotiation is the process of reaching a mutually acceptable agreement through dialogue and compromise. It is a vital skill for project coordinators, who need to balance the interests and expectations of different stakeholders, including clients, team members, and managers. In this article, we will share some tips on how to negotiate effectively with a difficult client and achieve a positive outcome for your project.

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Khalid Malik

Business Development Director - Export (UK, Europe & North America)
Doris Okechukwu Mbadiwe Esq. ACIS

Entreprenuer || Founder || Construction Management & Advisory || Legal and Business Consultant|| Gender Equality…
Furqan Ali

MSc Project Management | Civil Engineer Specialist | Project Manager (Google Certified) | Experience in Construction &…

1 Understand the client's needs

Before you start negotiating, you need to understand what the client wants and why. This will help you identify their main goals, priorities, and concerns, as well as their underlying motivations and emotions. You can use various techniques to gather this information, such as asking open-ended questions, listening actively, paraphrasing, summarizing, and reflecting. By showing empathy and respect, you can build rapport and trust with the client, which will make them more willing to cooperate and compromise.

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Khalid Malik

Business Development Director - Export (UK, Europe & North America)
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Improving negotiation skills, especially with difficult clients, is crucial for project success. Try this: Understand their view point Prepare Thoroughly, if you fail to plan than plan to fail Focus on Win-Win Build Rapport Communicate Clearly, remember you have 2 ears and 1 mouth. Manage Emotions Be Flexible Know When to Walk, this is always tough Seek Win-Win Alternatives Reflect and Learn By honing these negotiation skills, you can navigate challenging client relationships more effectively & achieve successful project outcomes (mostly)

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Furqan Ali

MSc Project Management | Civil Engineer Specialist | Project Manager (Google Certified) | Experience in Construction & Project Management along with AI, Retail, Banking Sectors |
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To enhance negotiation skills with difficult clients in project coordination, focus on preparation, active listening, clear communication, flexibility, confidence, problem-solving, patience, empathy, and continuous practice. These strategies help navigate challenging situations and foster positive outcomes by finding mutually beneficial solutions.

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Gangakrishnan C. Nair

Business Consultant @ AX CAPITAL Real Estate | Business Services
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Be respectable but precise and transparent, Listen more, talk less, control emotions and genuinely advise the client with the best possible solution for a win-win. Do homework and be factual, be prepared to walk if necessary.

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2 Prepare your strategy

Once you have a clear picture of the client's needs, you need to prepare your strategy for the negotiation. This involves defining your own objectives, criteria, and alternatives, as well as anticipating the client's possible responses and objections. You should also research the market, the industry, and the best practices to support your arguments with facts and evidence. Additionally, you should set a realistic range of acceptable outcomes, from your ideal scenario to your minimum requirements, and decide on your walk-away point.

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Jorge Cordeiro

Consultor ! Palestrante ! Especialista em Gest?o de Informa??es ! Mentor de Carreira ! Entusiasta da Transforma??o Digital e IA
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Antes de negociar com o cliente é aconselhável alinhar a equipe quanto aos pontos cruciais do projeto e os benefícios esperados pelo cliente, dando-lhes a oportunidade de ressalvas e sugest?es. Uma boa prática pré-negocia??o é munir-se de dados concretos sobre custos, prazos e qualidade do que será entregue. Além disso, é sempre proveitoso se antecipar a obje??es analisando histórico de projetos similares e pontos sensíveis ao cliente. Mantenha comunica??o clara e transparente.

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3 Communicate effectively

During the negotiation, you need to communicate effectively with the client to convey your message, persuade them, and resolve any conflicts. You should use clear, concise, and respectful language, and avoid jargon, ambiguity, and emotional triggers. You should also use positive body language, such as eye contact, nodding, and smiling, to express confidence and interest. Furthermore, you should balance speaking and listening, and acknowledge the client's points of view, even if you disagree with them.

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4 Seek a win-win solution

The ultimate goal of negotiation is to find a win-win solution that satisfies both parties and creates value for the project. To achieve this, you need to focus on the interests rather than the positions of the client, and look for common ground and shared benefits. You should also be flexible and creative, and explore different options and scenarios that can meet the client's needs and yours. Moreover, you should avoid ultimatums, threats, or concessions, and instead use trade-offs, incentives, or contingencies.

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Jorge Cordeiro

Consultor ! Palestrante ! Especialista em Gest?o de Informa??es ! Mentor de Carreira ! Entusiasta da Transforma??o Digital e IA
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Adversidades s?o comuns de ocorrer em projetos, e devem ser tratadas com o devido cuidado para que n?o venham a comprometer os resultados almejados. Boas práticas para isso s?o: lidar com eventuais ultimatos com calma, buscando entender as raz?es por trás deles e explorando op??es alternativas; e, possuir planos de contingência para possíveis impasses.

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5 Confirm and document the agreement

After you have reached a tentative agreement with the client, you need to confirm and document it to ensure clarity and accountability. You should summarize the main points of the agreement, and ask the client to confirm their understanding and acceptance. You should also address any outstanding issues or concerns, and clarify the next steps and deadlines. Finally, you should document the agreement in writing, and send it to the client for review and approval.

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Jorge Cordeiro

Consultor ! Palestrante ! Especialista em Gest?o de Informa??es ! Mentor de Carreira ! Entusiasta da Transforma??o Digital e IA
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O hábito de documentar acordos firmados com o cliente, principalmente se for uma pessoa de difícil trato, é sempre vantajoso para evitar futuros mal-entendidos. Isso resguarda as partes e proporciona transparência ao processo, mantendo as expectativas alinhadas

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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?

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Doris Okechukwu Mbadiwe Esq. ACIS

Entreprenuer || Founder || Construction Management & Advisory || Legal and Business Consultant|| Gender Equality, Diversity & Inclusion Expert|| Trainer
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State very clearly and calmly to the difficult client, all the things what could go wrong or become worse when they do not adhere to sound professional advice.

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You’re coordinating a project with a difficult client. How can you improve your negotiation skills?

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1 Understand the client's needs

2 Prepare your strategy

3 Communicate effectively

4 Seek a win-win solution

5 Confirm and document the agreement

6 Here’s what else to consider

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