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Irritation Anger – 1 – Unhappy Clients

This short training module used to be called “Angry Clients”, until I realised that the techniques for dealing with full-blown, banging-fists-on-the-table fury are also valuable in less dramatic circumstances. And in some ways it is more important to know how to deal...

Irritation Anger – 3 – Timing

It’s all about timing. Assume, for the moment, that I am faced with a client who is extremely angry, as anger is easier to imagine than mild irritation. First of all, to counter any defensive reflexes that I may have, I adopt the mindset that the client’s feelings are...

Irritation Anger – 5 – Key Points

It’s crucial to deal with all shades of client discontent – from mild irritation to blind fury – and the techniques associated with Discovery help a lot That’s the good news. The less good news is that I have to work harder to use these techniques effectively...

Listening – 2 – What NOT to do when listening

There are a few things that we absolutely must not do when listening … though we all do them just the same. They include … – Thinking about my next question This is a common mistake. By letting my mind wander to my next question, I not only risk missing...