3) Stay Calm and Carry On
Conflict is a part of doing business, but how you react while under fire will have a major impact on the future of your client relationships.
The old adage, “the client is always right” still rings true. As a consultant, you have far more to lose by taking the low road and stooping to a client’s level of hostility. Treating someone with disdain or disrespect can reflect negatively on you and your company, so reputation management should always be top of mind.
Remember, people will often mirror the emotional signals you emit. If you respond with hostility and anger, don’t expect friendliness and understanding in return. Emotional intelligence can often be used to calm the storm, so use these tips for navigating your next conflict:
- Maintain a calm and professional tone while also remaining assertive.
- Refrain from name calling or finger pointing.
- Never say or write anything that can be used against you.
- Always resolved disputes in person or over the phone. Email is not an effective tool for hashing out disagreements.