1. Agree With The Client
Try to find ways to say they’re right? This is ultimately what the client wants to hear. You do not have to admit to something you know not to be true, but you can agree that something is frustrating. If something is taking a long time you can say I agree with you that this is taking a long time.
- Follow up on your agreement by asking permission to be able to provide them with some background information on the issue.
2. Apologize With Sincerity
In the middle of conflict, I’m sorry, is often what the client wants to hear. You do not have to apologize for something that you did not do, but you can apologize for the misunderstanding.
- I am sorry for the misunderstanding.
- I apologize for the confusion on that matter.
- I am sorry the case is not going in the direction you expected.
3. Use Less Triggering Response Words
- Trigger words – No, Can’t, Won’t, Why
- No, we can’t do that.
- I won’t be able to do that.
- Why did you do that?
- Use words that show empathy
- Unfortunately, we can’t move forward with that, but we can……
- That presents a challenge for us because…..
- I am sorry that is not an option, but this is…
- Is there a reason this was not provided?
4. Convey Understanding Before Responding
- I can understand your perspective.
- I get where you are coming from.
- I understand you have a different perspective.
5. Communicate With Words That You Understand Their Frustration
- I can see this is frustrating and I understand you have been waiting for this settlement for three months and you felt like we were not communicating effectively.
- “It sounds like you are frustrated that this took longer than expected. Can I give you some background on the case that might shed some light on the situation at hand?
6. Do Not Rush The Client
You may have the answer to the question the client is asking, but their emotional needs have to be met first. Take a moment to really listen and understand what they need before responding.
- “Mrs. Johnson I just want to let you know that I hear you, and how you feel is completely understandable” ……. Pause let her respond.
7. Stay Calm
Hearing something blatantly false can often be triggering. Triggering behaviors can cause the other person to escalate to destructive behaviors. Find ways to respond to blatantly false information without escalating the situation.
- “Hmm… strange that is not the information I have.
- Ask for more specifics about their information.
- So, who did you speak with? When was this? Simply end this point of the discussion with “Let me take this information and get to the bottom of it. I want to make sure you have clarity on this mater. I apologize for the confusion.”
8. Be Mindful of Your Tone
When we hear something that is blatantly false the mind will gear your tone to speak in an angry or argumentative voice. You should keep an optimistic positive tone. Remember that at the end of the day we are here to help the client.
9. Clarifying Expectations Without Attacking Their False Dreams
- “I think I should get a million dollars for this case!
- Instead of “That’s not going to happen!” try “Realistically we are looking at $10,000. Can I tell you why?”
- Instead of “ You are crazy to think that your case will get that!” try “Honestly Mrs. Johnson that would be a real challenge. In my experience I have never seen a case like yours end with that type of award, but you can walk away with…”
10. Keep the Conversation Positive
- Do not try to convince them you are right, and they are wrong.
- Listen to them and acknowledge their perspective.
- Provide options for them to choose from on how they can proceed. Try to make them feel like they have control of the situation.
- Always end the conversation with genuine goodwill pleasantries.
- Mrs. Johnson, I am sorry things didn’t work out as expected, but I wish you the best of luck…
- Mrs. Johnson, I know you had some different expectations, but I am hopeful things will work out for you soon.
