Dealing with Difficult Clients

Relationships that can move through conflict and difficult circumstances grow in productivity and trust.

An inability to do so can complicate service commitments, and seriously damage the value of internal and external relationships.

The Dealing with Difficult Clients program gives participants tools to understand the process of conflict resolution, from building clarity and mutual understanding, to working with emotion and judgement. This understanding is transformed into practical skills through role-plays and interactive exercises based on workplace case studies.

Participants experiment with ways they can apply these tools in situations specific to them. By ‘rehearsing’ difficult conversations, participants can experiment with different outcomes based on adjustments in their own approach.

MFW recommends Dealing with Difficult Clients as a one-day program.

 Dealing with Difficult Clients

> > Topics Covered

  • Framework for understanding behaviour

  • Questioning and listening skills

  • Client relations and building rapport

  • Managing conflict and handling stressful situations

  • Managing emotion through positions of perception

> > Outcomes for Participant

  • Plan practical application of communication techniques for dealing with difficult clients

  • Develop strategies to manage client relations

  • Manage anxiety through the process of conflict

  • Manage inner dialogue to maintain personal integrity

  • Diagnose the presenting problem and the systemic cause

  • Lead toward solution
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