Brainstorming Session: How do you handle an extremely difficult client?
  • Put yourself in their shoes.
  • Take the DISC test so that you can try to figure out how they are going to react.
  • Set expectations up front.
  • Cut ties if it does not work out.
  • Let them vent and then explain it again another way.
  • Teach people how to treat you. Don’t let someone talk down or use profanity.
  • Reiterate what they say in their own words and try to make it right.
  • Show them that you are an adversary and a confidant.
  • Implement active listening and then voice our perspective.
  • Use a cooling off period.
  • Communicate to find out what the issue is.
  • Smile and be nice.
Speaker: Earle Airey, Victory Leadership Consulting
Topic: Leading with Emotional Intelligence
  • Victory Leadership Consulting uses a strength-based approach to handle issues.
  • Emotional Intelligence is regulating our emotions in line with the needs of others.
  • Determine what reaction you are receiving from someone so that you can approach it a certain way.
  • Try to move someone towards a positive reaction or even a negative reaction if you want to change their behavior.
  • Use their words because it starts to build a connection and a relationship.
  • Ask questions. That gives them more options to talk and feel they have been heard.
  • Educate them and they feel more empowered.
  • Often a negative reaction it is based on a misconception.
  • Listen twice as much as you talk.
  • Find out how you can help them so they see you as an advocate.
  • Appreciative Inquiry – Think outside the box and see this as a positive experience. Creative solutions may come about.
  • Change Management – Create a team concept and encourage creativity and to share ideas.
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