Most people are not trained in how to deal with anger, frustration, disappointment, and a host of other emotions that happen as a result of client-agency interactions. When a client expresses his emotions due to a mistake from the agency or a miscommunication, people struggle with figuring out the right thing to say or the right way to handle the situation.

So how do you calm the client's visible displeasure and salvage the trust that remains? How do you refocus their frustration and work together to find a solution to the current problem?

The first step is getting the client to talk through the problem. Use these prompts to continue the conversation in a productive way:...

Via Jeff Domansky