Ways Consultants Deal With Angry Clients - Part 2

(Note: part 1 examines numerous sources of anger; part 2 examines methods of their resolution)   Problems and resulting anger can arise in any work relationship including those involving consultants.  When it does arise, it is important to realize that client anger is not necessarily calamitous. Obviously, as a consultant, you hope to avoid it, but it is better that a client express anger than to remain mute. When a client expresses anger, the client is informing you that there is a problem that needs addressing. He's giving you the opportunity to address and resolve the problem and continue to move forward together. Conversely, when a client is upset but does not inform you about his anger, invariably that anger will fester and grow until it either erupts and/or the client takes drastic - and usually painful - action. It is this lack of communication that is often disastrous.   Regardless of the cause of the anger (discussed in part 1), it is essential that the consultant not take it personally.  There are many types and severity of reaction to angry words. The most common responses are anger or being intimidated.  Remember, in most cases, it's nothing personal, it's just business. By negatively reacting to their anger, you are making it personal.   So, how should you deal with client anger?   The most important action you must take is to listen to them. Be attentive and let them talk. Usually, people are much calmer after they have expressed themselves. By listening, you are also improving your consultant-client communications - which is crucial.   Not taking their anger personally significantly lessens the chance of reacting negatively towards them. Instead, express understanding and start discussing potential solutions - which is what they want. Remember, if they were not seeking resolutions, they would not have been communicating with you at all. If necessary or appropriate, you can apologize for some part - or all - of their complaint, but the most important things you can do are ensuring that the dialog for communication remains open and that you are working towards a solution.   It is often not easy to be the target of anger and even worse when it is unjustified.  It's very possible that the consultant did nothing wrong - and has nothing to apologize for. Sometimes, identifying the reasons for that anger (discussed in part 1) will often help lessen its impact, particularly if it's through no fault of the consultant. Yet, in all cases, resolving the issue and presenting a solution is still a necessity.    For a consultant to be able to put the incident behind them is the final step. It's often a difficult thing to do, but it must be done (at least as much is possible). Similarly to clients, consultants who display anger can also severely damage a project. Good communications is required by both parties for it to work properly.   By positively resolving client anger, you can help ensure the ongoing progress and success of a consulting project.