How to deal with difficult clients (Proceedings)
Aug 01, 2011
CVC IN KANSAS CITY PROCEEDINGS
Active listening means:
Active listening is a way of checkingActive listening responses have two components
1) Naming the feeling that the other person is conveying.
Here are some examples of active-listening statements:
• "Please don't be mad at me."
Actively listening is not the same as ______________________________
Improve your process
• Active listening: reflecting back (paraphrasing) to the other person both words and feelings expressed by that person.
Techniques that can be used in dealing with difficult clients and in difficult situations
Active listening proves to the client that you are paying attention and that you believe that the client and what he or she has to say is important. Active listening involves rephrasing the key points of what the client has said and reflecting them back to the client, often in the form of a question.
• For example: "So, you're saying that you were told the total cost of service was going to be $240.00 and you are not willing to pay anymore than that, is that correct?'
You are probably familiar with the concept of venting. By allowing the client to let off steam uninterrupted, the idea is that the client will eventually calm down on his or her own. While this may work, you should know that there are two types of people. Venters are people who will calm down if allowed to let off steam. Obsessors, however, will get angrier and angrier the more they talk about their situation or grievances.
• If you allow a person to vent and find he/she is getting more and more agitated, more active measures are needed, such as empathy statements, attempts to refocus, neutral mode and so on.