In this audio seminar, learn why it is important to calm upset clients and what leads them to become upset in the first place. Also presented are proven techniques for disarming irrational clients, as well as the four personality styles and how these styles affect your communication. In addition, ethical issues in client representation, such as special consideration for clients with special needs, proper closing statements in contingency cases and the proper way to communicate when you are keeping your client informed will be discussed.
- Why it’s important to deal with upset clients.
- Why clients get upset.
- What you can do.
- Ethical issues in client representation.
- After the client has gone—guideline for managers.
- How to calm upset clients.