Navigating Client Conflicts

How you receive feedback Determines how successful you become (in career and life). 4 proven tips to help you gracefully accept the gift of feedback: 1/ Listen actively Why: By approaching feedback with curiosity, you show a willingness to listen to understand (vs. to respond) the other person's perspective. How: Maintain eye contact, nod to acknowledge understanding, and wait until the person has finished speaking before responding. Remember, listening doesn't mean you agree with everything. "Thank you for sharing your thoughts on my presentation. I'm curious to learn more. Can you elaborate on the areas you think need improvement and what advice you have on how I can approach these differently?" 2/ Seek diverse perspectives Why: Asking for feedback from different people gives you a clearer picture of what you’re doing well and where you can improve. Plus, it helps you spot patterns in how others see your work. How: After receiving feedback on risk management from one person, reach out to others for additional perspective. "I'm looking to improve the quality of my risk management and reporting within my program. Do you have any advice for me in this area? Your input will help me de-risk execution and provide more accurate representation to stakeholders." 3/ Take time to process and reflect Why: Feedback can sting at first contact. Taking time to process it helps you manage your emotional response and consider it objectively. You can then identify key takeaways and develop a plan for implementing changes. How: "I appreciate your feedback on my communication style. I want to take some time to reflect on your suggestions and consider how to incorporate them into my interactions with the team. Can we schedule a follow-up meeting to discuss my action plan next week?" 4/ Express gratitude and close the loop Why: Expressing gratitude shows that you value the person's time and effort in providing feedback. Following up proves you’re serious about improving. How: "Thank you for sharing your feedback on my project estimations. Your input on factoring dependency review timelines has given me valuable perspective. Attached is the revised proposal based on your suggestions. I welcome any additional feedback you may have." PS: Feedback is not all-or-nothing. Even if you don't agree with everything, there's usually something valuable to take away. PPS: How gracefully you handle feedback directly correlates with whether others will give it to you (again). Image Credit: Roberto Ferraro

𝗛𝗼𝘄 𝗱𝗼 𝘆𝗼𝘂 𝗵𝗮𝗻𝗱𝗹𝗲 𝗮 𝗖𝗼𝗹𝗱 & 𝗖𝗮𝗹𝗹𝗼𝘂𝘀 𝗣𝗲𝗿𝘀𝗼𝗻? A few years ago, I encountered this with an executive coaching client, a high-flying sales professional. We were in his office, & it was becoming painfully obvious that he was disinterested in our conversation & unfazed by our goals. Picture this: A face devoid of emotions, constant distractions from his phone, & subtle smiles of contempt. His apathy filled the air, & my patience was fast becoming steam. I was using every ounce of my angel energy to remain 'nice', but my inner badass was nudging me to yell: 𝘏𝘰𝘸 𝘳𝘶𝘥𝘦 𝘤𝘢𝘯 𝘺𝘰𝘶 𝘨𝘦𝘵! 𝘋𝘰𝘯'𝘵 𝘸𝘢𝘴𝘵𝘦 𝘮𝘺 𝘵𝘪𝘮𝘦 𝘪𝘧 𝘺𝘰𝘶 𝘥𝘰𝘯'𝘵 𝘸𝘢𝘯𝘵 𝘵𝘰 𝘣𝘦 𝘩𝘦𝘳𝘦! 𝘌𝘷𝘦𝘳 𝘩𝘦𝘢𝘳𝘥 𝘰𝘧 𝘣𝘢𝘴𝘪𝘤 𝘌𝘘? But, hey, I'm the coach, right? I need to keep my cool. What would you do if you were me? I decided to call for a break. A moment needed not just to breathe but to centre myself from reaching the apex of my irritation. I knew I had to address the situation, & honesty was going to be my lead. Post-break, I asked him: '𝘟𝘟𝘟, 𝘐 𝘴𝘦𝘯𝘴𝘦 𝘵𝘩𝘢𝘵 𝘺𝘰𝘶 𝘥𝘰𝘯’𝘵 𝘸𝘢𝘯𝘵 𝘵𝘰 𝘣𝘦 𝘩𝘦𝘳𝘦 𝘣𝘶𝘵 𝘸𝘦 𝘢𝘭𝘳𝘦𝘢𝘥𝘺 𝘢𝘳𝘦. 𝘞𝘩𝘢𝘵'𝘴 𝘰𝘯 𝘺𝘰𝘶𝘳 𝘮𝘪𝘯𝘥 & 𝘪𝘯 𝘺𝘰𝘶𝘳 𝘩𝘦𝘢𝘳𝘵? 𝘏𝘰𝘸 𝘤𝘢𝘯 𝘸𝘦 𝘮𝘢𝘬𝘦 𝘵𝘩𝘦 𝘣𝘦𝘴𝘵 𝘰𝘧 𝘰𝘶𝘳 𝘵𝘪𝘮𝘦 𝘵𝘰𝘨𝘦𝘵𝘩𝘦𝘳?" A few of these direct questions got him to open up, & before long he was telling me about the struggles in his marriage, how he was in the brink of a divorce, & with a child in between. It turned out he wasn’t cold; he was shielded. We ended the session not with more coaching, but with a prayer together, tears, & a hug. The learnings? 1️⃣ Empathy Over Assumptions: It's crucial not to jump to conclusions based on someone's outward behavior. What appears as disinterest or rudeness can often be a facade for personal struggles. 2️⃣ The Power of a Pause: Sometimes, taking a break is the best way to reset the tone of a challenging interaction. It provides both parties the space to collect their thoughts & address the situation more constructively. 3️⃣ Direct Questions Open Doors: Open, non-judgmental questions can encourage people to share what's truly bothering them. This not only aids in understanding the real issue but also fosters a deeper connection. 4️⃣ Professional is Personal: Every professional interaction has a personal undertone. Recognising the personal aspects can lead to more meaningful professional relationships. Behind every frosty exterior is a human being dealing with their storms. As we step into a new week, let’s remember the unseen battles that each of us may be facing. Is there someone you can smile at & reach out to with a genuine question this week? You might just turn another mundane Monday into a moment of breakthrough for someone. #EmotionalIntelligence #Sales #Leadership #Resilience This is Cindy Tien, EQ Maven, CSP - Shamelessly sharing my B.S. so that you can boldly own up to yours.

This is the ultimate hack to de-escalate drama: I used to work with a managing director who couldn’t control his anxiety. He’d lose his cool in meetings, and I never knew how to handle it… until I learned one simple trick. It’s called labeling. One day, in the middle of a heated meeting, he raised his voice at the group. So I said, “I’m sensing anger.” He paused, red-faced and visibly ticked. Then he took a breath and admitted, “You’re right—I’m worked up and need to calm down.” We got the meeting done. From that point on, it worked like a charm on him. And it’s not just anecdotal—research shows that simply naming an emotion reduces activity in the amygdala (the brain’s fear center) and increases activity in the prefrontal cortex, where logic and decision-making live. In other words: labeling literally shifts people from fight-or-flight back into problem-solving. It validates their feelings without escalating the situation. You can use it, too. Just say: • “It seems like…” • “It sounds like…” • “It looks like…” …and name the emotion, then pause. Give them space to respond. It’s one of the simplest ways to turn down the volume in tense conversations and keep things moving forward. Let me know if you’ll try this the next time a discussion starts spiraling. P.S. New here? I help leaders and teams communicate with influence by sharing research-backed ideas that actually work. Follow for stories and tips like this that you can apply immediately to be a better leader.

6 months of free work if I failed. A deal most would walk away from—but I accepted, negotiated, and turned it into a growth opportunity. A client I’ve worked with for 2 years approached me with a bold proposal: "Hit these milestones in 6 months, or work for the next 6 months for free." At first, it sounded like an all-risk, no-reward situation. But instead of rejecting it outright, my team and I took a strategic approach. Here’s how we made it work: Out of the 3 milestones, 2 were challenging but achievable with the right execution. The third was completely unrealistic—not even 50% feasible. So we negotiated. We made it clear that goals must be realistic and measurable for success to be possible. The client agreed. But we didn’t stop there. We took control: 📌 We developed a brand-new strategy before the client even asked—to ensure we were set up for success. 📌 We added a key condition: If we delivered, he would provide 2 high-value referrals. This secured a long-term business benefit for us. 📌 We made sure the entire team was aligned, so we weren’t just taking a risk—we were making a calculated decision. The outcome? - The client was so impressed that he doubled our future fees as the project demanded double efforts too! - We’ve been working on this project for just over a month, and we’re already exceeding expectations. - This challenge is pushing us to be more creative, more strategic, and more confident. Key lessons for service providers: 1. Always evaluate before saying yes. Even high-risk deals can be turned into win-win situations with proper strategy. 2. Negotiate terms that protect your upside. Future business, referrals, or bonuses—always think about what’s next. 3. Have a solid plan before committing. We created a strategy before the client even asked—this positioned us as trusted advisors, not just service providers. 4. Clients pay for expertise, not just time. The right clients understand that great execution requires great investment. Would you take on a challenge like this? How do you handle high-stakes deals in your business? #linkedin #leadgeneration #linkedinmarketing

One of the most common questions I get asked, especially when I speak at tech events, is this: "How do I handle feedback and turn it into a tool for growth?" Feedback can feel tricky sometimes. I get it - you’re putting your work, your ideas, your skills out there, and then someone comes back and tells you it’s not quite right. It can sting, right? I’ve been there too. But here’s the thing - how you respond to feedback can either fuel your career growth or quietly hold you back. Let me explain. When you approach feedback with the wrong attitude, whether it’s defensiveness, dismissiveness, or even avoidance, you’re shutting the door to potential improvement. Imagine building a great product and ignoring feedback because, "It works fine for me!" It sounds ridiculous, but that’s exactly what a wrong attitude to feedback looks like. However, let me show you how I make feedback a tool for growth: 👉 I detach my ego from my work: I understand that sometimes comments on our work can get to us, but it’s a lot easier when I remind myself that my work or ideas are not me specifically. I consciously choose not to see feedback as an attack but as an opportunity to make my work better. 👉 I ask for clarification: Sometimes, people just want to talk or make vague comments, and I ensure that I filter things properly by asking the right questions. If the feedback isn’t clear, I ask for examples or specifics. I’ll say things like, “Can you show me what you mean?” or “What would you suggest as an improvement?” This helps me turn vague critiques into actionable insights. 👉 I create a feedback loop: After implementing feedback, I follow up by asking, “Does this solve the issue you pointed out?” This shows I’m proactive and allows me to openly communicate, making feedback even more effective. The right attitude to feedback can transform how you grow in your career. Use it as a tool to refine and elevate your work rather than something to fear. I hope this helps someone. See you in the future! Samuel Lasisi #linkedin #feedback #career #tech #uxdesign #uiuxdesign

There are key words that de-escalate almost any difficult customer interaction. Frontline teams must be taught them. There are phrases that communicate dignity. "I understand this has affected your plans." "I can see why this is frustrating." "Let me look at this personally." These phrases do not promise outcomes that cannot be delivered. They do not over-explain operational complexity. They simply communicate recognition. The customer is seen. Their concern is understood. The organisation is going to engage with it. And there are phrases that communicate the absence of dignity. "Everyone is in the same situation." "There's nothing I can do about it." "That's not my responsibility." Even when factually accurate — these phrases communicate indifference. They place the organisation above the customer. They create distance where proximity is needed. The difference between these two sets of phrases is not skill. It is not experience. It is not training. It is a choice about how to see the person in front of you. Behind every operational complaint is a human experience. A passenger worried about a sick relative at the destination. A business traveller with a meeting that cannot be rescheduled. A family that has been planning this trip for months. The frontline employee cannot know all of this. But they can recognise that there is more to this moment than its operational description suggests. And they must respond accordingly. What language or phrase have you heard from a frontline employee that made you feel genuinely seen — even during a difficult situation? I would love to hear from you. #CustomerDignity #FrontlineLeadership #ServiceExcellence #CustomerExperience

𝗛𝗼𝘄 𝗱𝗼 𝘆𝗼𝘂 𝗿𝗲𝘀𝗼𝗹𝘃𝗲 𝗖𝗼𝗻𝗳𝗹𝗶𝗰𝘁𝘀 𝗯𝗲𝘁𝘄𝗲𝗲𝗻 𝗮 𝗖𝗹𝗶𝗲𝗻𝘁 𝗮𝗻𝗱 𝘁𝗵𝗲𝗶𝗿 𝗘𝗥𝗣 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝗣𝗮𝗿𝘁𝗻𝗲𝗿? We received a call last week from a previous client who was happy with their ERP solution but dissatisfied with their ERP Implementation Partner. Despite a successful implementation, they were experiencing unresolved post Go-Live issues and wanted to change their ERP Partner. This situation raises an important question: What can you do when expectations diverge, and communication breaks down? 𝗢𝘂𝗿 𝗥𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱𝗲𝗱 𝗥𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 1️⃣ 𝗗𝗼𝗰𝘂𝗺𝗲𝗻𝘁 𝗸𝗲𝘆 𝗶𝘀𝘀𝘂𝗲𝘀 𝗰𝗼𝗺𝗽𝗿𝗲𝗵𝗲𝗻𝘀𝗶𝘃𝗲𝗹𝘆 to ensure the partner clearly understands all problems. 2️⃣ 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁 𝗮 𝗱𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 𝗳𝗿𝗲𝗲𝘇𝗲 on customizations unrelated to addressing known issues. 3️⃣ 𝗙𝗮𝗰𝗶𝗹𝗶𝘁𝗮𝘁𝗲 𝗮 𝗷𝗼𝗶𝗻𝘁 𝗿𝗲𝘃𝗶𝗲𝘄 𝘀𝗲𝘀𝘀𝗶𝗼𝗻 with both client and implementation partner present. Potentially involve an independent facilitator to ensure calm objectivity. 4️⃣ 𝗗𝗲𝘃𝗲𝗹𝗼𝗽 𝗮 𝗰𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝘃𝗲 𝗮𝗻𝗱 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶z𝗲𝗱 𝗿𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 𝗽𝗹𝗮𝗻 that addresses both technical solutions and financial considerations. 5️⃣ 𝗖𝗿𝗲𝗮𝘁𝗲 𝗮 𝗱𝗲𝘁𝗮𝗶𝗹𝗲𝗱 𝗿𝗲𝗺𝗲𝗱𝗶𝗮𝘁𝗶𝗼𝗻 𝘀𝗰𝗵𝗲𝗱𝘂𝗹𝗲 with clear priorities, sequence, and resource requirements. 6️⃣ 𝗘𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵 𝗽𝗲𝗿𝗶𝗼𝗱𝗶𝗰 𝗿𝗲𝘃𝗶𝗲𝘄 𝗰𝗵𝗲𝗰𝗸𝗽𝗼𝗶𝗻𝘁𝘀 to monitor adherence to the agreed plan. 𝗞𝗲𝘆 𝗟𝗲𝘀𝘀𝗼𝗻𝘀 𝗟𝗲𝗮𝗿𝗻𝗲𝗱 💡 Changing implementation partners mid-process typically increases costs as the new partner must familiarize themselves with the system and any customizations. 💡 Holding the current partner accountable helps control remediation costs. 💡 Implementing a Demand and Release Management Strategy for future functionality requests provides necessary control. 💡 Steering Committee support is essential for evaluating and approving any change requests. What advice would you give in similar situations? #erp #crm #cfo #ceo #erpproject #erpconsultant

We can’t keep calling them “tough conversations” because if that’s how we see them, we’ll keep avoiding them. Few leaders enjoy conversations where something needs to be said, but saying it might cause discomfort. BUT every great leader has learned how to have them. 👉 Avoiding them leads to confusion and resentment. 👉 Handling them badly leads to conflict and defensiveness. 👉 Handling them well leads to trust, clarity, and respect. Tough conversations aren’t about being tough on people- they’re about being clear with people. When something isn’t working- a behaviour, a performance issue, a broken agreement- silence doesn’t protect relationships. It slowly damages them. People can feel when you’re frustrated but not saying it. They fill in the blanks themselves, often imagining the worst. Tough conversations are not about winning or losing. They’re about understanding and alignment. When your goal is to be right, the other person becomes defensive. When your goal is to learn and clarify, the other person becomes open. 💡Top Tips Approach each conversation with three intentions: 1️⃣ Clarity...What’s really going on here? 2️⃣ Care...How can I express this in a way that respects both of us? 3️⃣ Curiosity... What might I be missing? When clarity, care, and curiosity work together, conversations shift from confrontation to collaboration. Honest conversation, even when uncomfortable, is an act of respect. It says, “You matter enough for me to be honest with you.” That’s why great leaders don’t avoid conversations. They approach them with preparation, care, and clarity. Because a tough conversation, done well, can strengthen a relationship- not damage it. You can’t build accountability without honesty. You can’t build trust without transparency. When you speak the truth with genuine care, you’re not making life difficult, you’re being a leader.

Here are 10 principles on conflict resolution that I have picked up on as an Ombuds for the past 3 years. Sharing them today on National Ombuds Day. Many I’ve also learned from practicing law for over 30 years and as a leader in law firms, corporations, and in the Navy. 1️⃣ Address conflict early. Problems rarely get better with time. Conflict is not like fine wine. It doesn’t age well. It festers over time. 2️⃣ Handle tough issues in person with face-to-face conversations or by the phone, not by email or IM. Unless you’re saying “I’m really sorry,” or “I’ll give you a call,” avoid email for conflict resolution. 3️⃣ Assume the other party’s intentions are positive. Start by giving others the benefit of the doubt. Don’t assume everyone is purposely and intentionally against you. 4️⃣ Focus forward. Acknowledge the past and learn from it, but look to the future and let bygones be bygones. You’ll sleep better. 5️⃣ Listen first. Let the other person speak without interruption. 6️⃣ Stick to facts and data. Avoid rumors, innuendo, assumptions, and scuttlebutt. 7️⃣ Separate emotion from the issue. Address the problem, don’t criticize the person. And bring solutions. 8️⃣ Agree on ground rules and next steps. Find common ground and build on areas of consensus and agreement. 9️⃣ Be patient. Some conflicts take time to resolve, perhaps weeks or even months. Don’t give up. 🔟 Bring in a neutral when needed. An Ombuds or mediator can confidentially help when you’re stuck. Unresolved conflict drains workplace performance and morale. It can destroy families. Early, in-person resolution builds trust, restores relationships, and accelerates performance. It also makes the workplace and home a much better place for everyone.

To all the #consultants out there - this ones for you: Managing Tough Clients Without Losing Your Cool (or Your Confidence) Clients come in all types: A client who keeps changing requirements. Another who demands overnight miracles. And one who simply doesn’t empathize with your team’s constraints. Sound familiar? Dealing with tough clients isn’t just about “managing relationships.” It’s about managing your response — balancing service, boundaries, and self-respect. 1️⃣ Stay Calm — Emotion Is Contagious When clients are unreasonable or aggressive, our instinct is to defend or push back. But escalation rarely builds trust. Calm is your superpower. Research in emotional intelligence (Daniel Goleman, HBR) shows that emotional contagion is real — your calm regulates the other person’s tone. The moment you match their anxiety or frustration, you lose influence. Breathe. Pause. Respond — don’t react. The calmer voice often ends up steering the conversation. 2️⃣ Anchor on the “Why” When clients shift goals or change directions, resist the urge to complain. Instead, get curious. Ask: “Help me understand what’s driving this change.” Often, their behavior reflects external pressure — not malice. By uncovering the “why,” you can reframe the conversation from friction to problem-solving. 3️⃣ Use Clarity as Your Shield - this is a big one The more chaotic the client, the more disciplined your communication must be. Document discussions and decisions. Confirm timelines in writing. Summarize calls with clear next steps. Clarity protects relationships. It also prevents “you never told us” moments later. 4️⃣ Set Boundaries Without Being Defensive Boundaries aren’t barriers; they’re professional guardrails. It’s perfectly fair to say: “We can absolutely meet that timeline, but it will mean reducing the scope of X or adding Y resources.” Boundaries said with respect build credibility, not conflict. Setting the right expectation first time and every time is important. 5️⃣ Manage Up and Manage Within If client behavior is consistently draining the team, escalate with context, not emotion. “We’ve noticed X pattern that’s affecting delivery. Can we align on how to reset expectations?” Internally, protect your team’s morale — recognize their resilience, and debrief after tough interactions. People need to feel seen when dealing with high-pressure clients. 6️⃣ Remember — Tough Clients Build Tough Leaders Some of your best negotiation, empathy, and communication skills will be forged in difficult client situations. They teach patience, precision, and grace under pressure — qualities every future leader needs. You can’t control every client’s behavior. But you can control how you show up — calm, clear, respectful, and firm. #Leadership #ClientManagement #Communication #EmotionalIntelligence #Consulting #ProfessionalExcellence