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Q: What should I do if a client is unreasonable?
A: There are three things you should do, i.e.,
1. You Must Listen Hard.
Do:
Pay attention.
Listen before you talk.
Know and figure out what's wrong.
Use your ears, eyes, and heart to listen.
Find out what the people you work with think are the most important things you can do.
Don't:
Talk first, then listen.
Not listen at all.
Think you know what's most important to other people.
Think you know everything or have all the answers.
Listening but not getting it.
Listening only to figure out what to say next.
Only caring about your own plans.
Pretending to listen.
Say:
What I think I hear you say is...
Let me make sure I understand what you're trying to say...
Let's figure out what the group is trying to say...
Is there anything else you would like to say?
You feel [[unhappy, energized, annoyed, discouraged, baffled, spiteful, angry, confused, surprised, unsure, excited, etc.]] about the [[content, topic, or meaning of what is being said]].
First, I want to understand your point of view, and then I'll explain mine.
2. You Must Make Expectations Clear.
Do:
Reveal and disclose expectations.
Examine and confirm expectations.
If feasible and necessary, renegotiate expectations.
Don't:
Go against expectations. Break what people expect.
Assume that everyone has the same or clear expectations.
Guessing. Pretending you know for sure what a person expects.
Leave expectations open-ended or ambiguous.
Not establishing the needed details (i.e., what the expected results, deadlines, and required resources) that make the expectation real.
Failing to write down the expectations. Relying on situational expectations, which can change based on memory, interpretation, understanding, or recent incident.
Do something unrelated to the expectation, then adjust the expectation based on the outcome of the unrelated action.
Say:
Exactly what do you want me to give you? How soon?
How do you know if you've been successful? How will we know if we've done our job?
What do we care about the most: speed, quality, or cost?
What resources do you need to make this happen?
What will we do next, and when?
How and when will we follow up?
What do you think you've understood from this talk?
Does anyone else need to know this?
What do you think you should do next?
What do you think I should do next?
Things are different now. We should look over what we expect...
3. You Must Fulfil Your Commitments.
Do:
State your intentions clearly and follow through on them.
Be cautious when making promises (especially implicit ones) and uphold them at all costs.
Make honoring promises a mark of your character.
Don't:
Breach pledges or commitments.
Break their trust and lose their confidence.
Try to use public relations to get out of a promise you've breached.
Making too many promises and not keeping them.
Being lax about commitments.
Making so unclear and imprecise pledges that you cannot be held accountable.
Not making any commitments because you are afraid of breaking them.
Say:
Will I be glad I kept this promise instead of that one in ten years?
Do I really want to make this promise?
Am I going to do this?
I'll...
I'll do...
I promise to...
I commit to…
You can count on me to...
This is why I'm making this promise...
I promise to deliver by...
I'm ready to make this new commitment, but we've already agreed on other commitments. Which one should I put off or stop so I can deal with this?
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