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Handling Difficult Clients Webinar

Webinar delivered by Assistant Professor Ashley Hughes of the Smurfit Graduate Business School.

1.5 CPD Hours: Professional Development & Solicitor Wellbeing
On-Demand Webinar
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About this course

Have you ever found yourself in the middle of a confrontation with an angry or upset client wondering how you got into it, or indeed, how to get out of it?

The way you handle yourself and your interaction with your client can determine the quality of the future business relationship. In today’s legal market, top quality client care may be what differentiates your firm from its competitors. Ultimately you would like your clients to be advocates for the quality and expertise of the professional services you provide.

Course Syllabus

Delivered by Assistant Professor Ashley Hughes of the Smurfit Graduate Business School, this webinar will assist you in maintaining your poise and professionalism throughout difficult interactions with your client. You will learn how to face confrontation with courage and confidence. You will also be provided with key takeaways for implementation in practice.

You will learn how to:

  • Manage yourself and your mindset,
  • Techniques to build positive client relationships,
  • Practise active listening skills,
  • Distinguish between the client’s position, interests and needs (The PIN Model),
  • Appreciate that constructive conflict can be positive,
  • Understand how personalities and behaviour styles play out,
  • Learn the language of assertiveness & impact of non-verbal behaviour,
  • Apply practical techniques including the use of empathy to diffuse anger,
  • Discern which words to use and which ones to avoid,
  • Break the cycle of reaction and counter-reaction by “going to the balcony”,
  • Implement the DESC formula,
  • Make clients feel valued and respected.

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Course DatesLocationPriceSpaces LeftBook

30/01/2025 00:00 - 00:00

On-Demand Webinar €75.00 493

Meet the speaker – Ashley Hughes

Assistant Professor of Management at the UCD Michael Smurfit Graduate Business School

Ashley Hughes is Assistant Professor of Management at the UCD Michael Smurfit Graduate Business School where she teaches on the flagship Executive MBA Programmes.

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Handling Difficult Clients