Managing difficult clients

Managing difficult clients

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

Who is it for?

Suitable for trainee solicitors, NQs, associates, senior associates.

  • PSC Elective accredited

Course content

Live training overview

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

Duration & Dates

90 minutes

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