Difficult & Frustrating Clients
Suggested Strategy: Use questions to determine the person’s source of frustration or stress when dealing with tough conversations with clients.
Suggested Questions:
Î Third-Party Question: If we were to ask your peers how they might describe your ability to deal with frustrating or difficult clients, what do you think they might say? Î Success Imperative: What actions do you think you could take to prepare yourself to successfully handle difficult clients?
Suggested Activities:
Î Brainstorming: Have the individual you are coaching share four situations where they felt the most frustrated or stressed in working with a client. Then have them tell you how they might have been able to handle that situation professionally if they were giving advice to a peer in the same situation. Î Role Play: Use Role Play to practice difficult conversations or tough situation with clients based on the examples previously given by the employee. After the practice, discuss with the employee what they might want to adjust to make the conversation a more positive one for themselves and for the client. Î Learning Project Prep: Make the introduction between this employee and two of their peers that do a good job with handling tough clients. Explain that this person will be observing and practicing difficult client interactions once a week with each of them for the next few weeks.
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