An angry client isn't waiting to be proven right — they're waiting to be heard: five steps for defusing the tension.
Follow these 5 key steps to resolve a conflict with a client. Move past tense client situations and find win-win solutions through negotiation.
20 min at your own paceAvailable in FR + ENNo prerequisites
You will walk away with
- the ORVSC method: Options, Reformulation, Vision, Solution, Contract
- the reformulation step that secures the client's agreement before negotiating
- a shared, judgment-free vision, carried through to the final agreement
Target audience
Anyone who has to manage conflict at work
Learning objectives
- Use the ORVSC method (Options, Reformulation, Vision, Solution, Contract) to resolve a conflict in 5 steps
- Identify multiple options for a win-win solution
- Reformulate the client's words to secure their agreement
- Share your perspective while staying neutral and judgment-free
Module outline
- Storytelling“An Unhappy Client”2'34How an incident with an unhappy client affected a shop's reputation, highlighting the importance of handling complaints with care and empathy
- ArticlesThe win-win strategy in practice
- Expert video“Resolving a Client Conflict in 5 Steps”9'09The ORVSC method (Options, Reformulation, Vision, Solution, Contract) for resolving conflict and finding common ground
- AnchoringQuizzes and true/false questions to dive deeper into the topic and lock in what you've learned
- Memo cardA downloadable coaching memo card: the key points from the expert video
- CommitmentConcrete examples to help you define your own commitment
