How to Handle Hostility Gracefully
Do you find yourself getting defensive when a client is upset with you, or when someone expresses hostility? Learn to handle hostility in a way that avoids defensiveness and nurtures your client relationships.
When confronted with a client who is expressing hostility, always reflect what you have heard, verbatim if possible, in a neutral tone. Apologize if there is something to apologize for. Answer the question if there is one. Only after having done these steps, make a transition into your perspective.
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