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Dealing with Difficult Clients and People
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Are difficult relationships harming your business?
Understanding what makes people difficult to deal with can help you prevent situations with the potential to escalate into a confrontation - or worse.
And, if in spite of your best efforts, you find yourself trying to deal with a tough customer or an intransigent employee, knowing how to manage the situation will improve your chances of finding a satisfactory solution.
You Will Learn:
Client Management Skills
- How to start off on the right foot to prevent misunderstandings and difficulties
- How to manage expectations and establish boundaries
- Classic difficult client behaviors, and the strategies for managing these behaviors
- Policies and procedures for resolving client conflicts or to address dissatisfaction in an efficient and effective manner
- Managing major issues and problems to prevent lawsuits and/or client complaints that trigger disciplinary actions by your regulatory body
- Know when to fire a client and how to do it
- Methods for coaching staff so:
- They can develop good relationships with clients
- Establish boundaries to prevent inappropriate behavior
- Use common sense to diffuse conflict
- Understand the proper channels to go through to resolve the situation
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Managing Difficult People
- Understanding what makes people difficult
- Factors that can 'trigger' or cause difficult behaviours in clients, colleagues and employees
- How to deal with difficult behaviour
- Tips for active listening and effective communication
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How to Manage Conflict
- How to manage conflict between yourself and other people
- How to manage conflict between colleagues or employees
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Dates & Location:
- 2010: 9:00 a.m. to 1:00 p.m. Register here
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- Location: 401 Bay Street, Suite 1600 -Toronto
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Registration Fee:
Cdn $250 + GST
Registration fee includes:
- Program manual with step-by-step how-to directions
- Refreshments
- Please ask us about our group rates
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For workshop Terms & Conditions click here
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Who Should Attend:
Practice Owners and Managers who want to:
- Identify and resolve toxic relationships
- Get client relationships back on track
- Get staff working as a team
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“Johanna provided timely advice on establishing my new firm and covered, in one day, issues that would have taken weeks, or even months, to cover on my own.
She provided time and money saving value as I charted into independent practice, the nuts and bolts of which my legal training did not prepare me for. She helped me understand my potential clients and define my services, prepare budgets and learn how to manage cash-flow.
Johanna was particularly helpful in advising on relationships with strategic partners and contractors. I recommend her expertise and service to anyone who is making THE LEAP and needs strategic advice in order to do it in an efficient and effective way.”
Laura Zizzo
Zizzo Climate Law
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