Session #3
Managing Challenging Client Situations
1. Review the slide presentation here for information and guidance on the following areas. Also, review and access the articles and resources on this topic included at the end of the presentation.
Recognize potentially difficult situations before they escalate
Learn tips and techniques for dealing with difficult clients
Develop leadership skills to mentor teams across difficult situations
2. Additionally, locate the following podcast, Dear HBR, here. This is an advice-based show addressing issues in the workplace. Moderators share their perspectives on situations submitted by ‘letter writers’.
3. Download/stream the following episode. There are multiple scenarios discussed in each episode.
Please listen to all 3 letter writers as they each provide a unique perspective that is relevant to our daily work life.
4. Answer the following questions for Scenarios 2 and 3:
Have you worked with anyone similar to the individual described in the scenario?
What else would you want to know?
How would you approach this situation?
What would your advice be to the letter writer?
Now put yourself in the role of a letter writer. What would your Troublesome Team scenario be?
Estimated time to complete assignment: 45 minutes