Conflict Management: Advice for Handling Upset Clients

Episode 40

Episode overview

Nobody likes conflict but let’s face it, problems are bound to arise when it comes to working with other people. How you handle the situation will not only impact your relationships, but your brand as well.

In this episode of the Hire Calling Podcast, Pete and Ricky discuss managing conflict with upset clients through different perspectives, and share some advice for how to handle it. Where you sit may determine where you stand, but willingness to view situations from another angle is crucial to developing and maintaining future relationships. Leaders and employees should remain honest and genuine through conflict with their clients to determine the desired outcome.

According to Pete and Ricky, you should always anticipate that conflicts will occur. While you can’t change the past, you can control the future of how these situations will play out. Remember to maintain control when dealing with unhappy clients and get help when needed. Successfully win the war by not falling victim to your emotions.

If you are a recruiter or hiring manager, you are going to want to tune in!

45 minutes

View transcript

Additional resources

Tips for dealing with upset clients

  1. Where you sit determines where you stand. Things are often a matter of perspective. Someone who’s in the wrong, doesn’t think they’re wrong. Put yourself in the client’s perspective and work towards a desired outcome you will both be happy with.
  2. Be vulnerable, honest, and genuine with your conversations. Every situation in unique and should be treated that way. The outcome will depend on how each side approaches the situation.
  3. Manage expectation. You can’t avoid problems. So don’t judge someone by how well they can avoid problems, but rather how they are dealt with when they arise.
  4. Act rationally and maintain control. Don’t take these situations personal and let your emotions get in the way. Separate the person from the actual act, by accepting, acknowledging, and processing it. Take a step back and shift the conversation from a personal attack to a focus on fixing the problem. And if you feel incapable of having a conversation without becoming emotional, get help.
  5. Have your team’s back. When an internal client gets upset, it is crucial to step in when they disrespect your employees. You must separate the performance issue with the respect issue, and act accordingly. It’s one thing to be upset, but a line is crossed once there is a lack of respect communicated.

Pete Newsome

About Pete Newsome

Pete Newsome is the president of 4 Corner Resources, the nationally acclaimed staffing and recruiting firm he founded in 2005. His mission back then was the same as it is today: to do business in a personal way, while building an organization with boundless opportunities for ingenuity and advancement. When not managing 4 Corner’s growth or spending time with his family of six, you can find Pete sharing his sales and business expertise through public speaking, writing, and as the host of the Hire Calling podcast.

Ricky Baez

About Rick Baez

Efrain “Ricky” Baez Jr. is a published human resources professional specializing in strategically aligning HR competencies to business goals with a down to earth, common sense approach. Ricky is a four- year veteran of the United States Marine Corps and holds a Masters degree in Human Resources (MHR) from Rollins College and an SPHR certification from the Human Resources Certification Institute. Ricky is also a faculty member for the Master of Human Resources program at Rollins College in Winter Park, Florida.

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