Managing Difficult Clients

Managing Difficult Clients

Face-to-face

At your office –
tailored for your staff

Live Online

Virtual classes –
tailored for your staff

Managing difficult clients helps you get the best from the moments when things are not running smoothly - by working in tune with client preferences and by handling tricky conversations confidently.

Managing difficult clients gives you strategies and techniques for managing the client’s stress and your own.

Managing Difficult Clients website image

Course Information

This course will help you to develop strategies and techniques for dealing with client behaviours that are demanding or difficult. You will learn skills to help you deal confidently with challenging clients and to manage the associated stress.

Content

The course covers:

  • Identifying common (i.e. shared) problems
  • Distinguishing possible and productive responses
  • Defining the problem in order to resolve it
  • Strategies for success
  • Understanding the client and the matter
  • Knowing the client’s preferences
  • Managing the client’s expectations
  • Active listening
  • Distinguishing robust communication from aggressive
  • Ending the conversation
  • Understanding your stress profile and helping yourself

Outcomes

As a result of the course you will

  • better understand the client and their preferences when communicating
  • learn strategies & skills for managing difficult conversations with clients
  • have strategies to help prevent challenging behaviour arising
  • better understand your own response to stress
  • have strategies for managing your own stress

Format

Live online with breakout rooms and polls

 

Managing Difficult Clients Live Online Course

90 minutes

Trainee Solicitors, NQs, Associates, Senior Associates

Face-to-Face

See ‘Live online course’ for details.

Managing Difficult Clients Face-to-face Course

90 minutes

Trainee Solicitors, NQs, Associates, Senior Associates

Tutors

Vanessa Collingridge website image
Vanessa Collingridge

Testimonials

Bee Flower website image
We think our training is the ‘bee’s knees’ but don’t just take our word for it. Read what our clients have to say about us on our testimonials page.

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Face-to-face

Article Writing

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Outstanding. Everyone should go on this course. Great speaker. Really useful and practical.
Stephen Ross
Withers
30 April 2013
A very helpful session. Peter was an engaging speaker and I will definitely put his advice into practice. Although it felt like hard word to read articles/submit articles beforehand, it was very useful on the day.
Emma Flower
Withers
30 April 2013
Good course length. I feel I have learnt things I can use straight away (not just in writing articles but writing generally). Very good idea to have specific articles to work on.
Julian McFall
Withers
30 April 2013