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:
Î Third-Party Question: How do you think that a client would describe their interactions with you and their perception of your attitude? Î Risk Question: What risks do you think you assume when your clients do not feel satisfied with their interactions with you?
Suggested Activities:
Î 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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