Managing Difficult Conversations with Clients
In this session, Sara explains how by using Nonviolent Communication (NVC) principles, you can effectively prepare for difficult conversations and improve your management of these around pricing and payment. She will help you to understand how to de-escalate interaction when we or clients become stressed or upset and explore how to deal appropriately with client incivility.
Learning Outcomes
- Improve your preparation and management of difficult conversations.
- Understand how to de-escalate interaction when necessary.
- Explore how to deal appropriately with client incivility.
