CoachApply Master for Jacksonville Public Library

Negativity with Clients

Suggested Strategy: Focus on the perception of those that he/she comes

across as abrasive to – by taking the focus from them and putting it on

other people around them, they will be less likely to become defensive.

Suggested Questions:

→ Third-Party Question: How do you think that a client would describe

their interactions with you and their perception of your attitude?

→ Risk Question: What risks do you think you assume when your clients

do not feel satisfied with their interactions with you?

Suggested Activities:

→ Role Play: Practice a difficult client conversation – how does the

employee handle a difficult situation with a client? Without breaking out

of roles, have the employee play him/herself and you play the role of a

client. After the role-played conversation, ask them how they think the

conversation went, what they did well and what they could do better for

next time. Practice a new conversation that they will bring the topic of to

each coaching session.

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