Here's how you can tailor your conflict resolution approach to fit your client's personality.

When it comes to conflict resolution i always strongly advice on knowing who you are up against. Don't rush into the conflict resolution without taking a step back to keenly study who you are dealing with, how to deal with that person and predicting the outcome. By knowing their conflict resolution style, you can anticipate potential roadblocks. For instance, an avoiding client might try to deflect the conversation, while a competitor might become overly aggressive. This foresight allows you to prepare strategies to navigate these challenges and keep the discussion focused.

Le maître mot : L'intelligence sociale. Oubliez les techniques de communication ce qui marche chez l'un peut avoir l'effet inverse chez l'autre. Certains clients aiment entretenir une relation, marchent à la confiance, parlent de sujets perso et font ami-ami. D'autres attendent uniquement de la disponibilité, de la rigueur et de l'efficacité projet. D'autres encore sont un mélange des deux et le curseur varie selon l'humeur ! Votre curseur émotionnel doit donc être affuté pour comprendre le comportement et les besoins de votre client afin de mieux l'accompagner.

To resolve conflicts with your clients effectively, you must first understand their preferences, goals, and requirements. This helps you plan your strategies well in advance according to their needs. Analyzing your client's perspectives and preferences also helps in providing a more structured and understanding relationship with them, based on mutual trust and empathy.

Knowing your client is the best bet and you really have to be prudent about it. Don't just assume, connect the dots. Some customers are just bag of trouble like one client I handled in the past, she just likes pissing me off intentionally and will always leave me confused. I just devised my own way of handling her , she will straight up tell me that she is pulling my legs and as usual when she comes to me I take our first and second chats as pulling leg stage and then get down to business later on

One rule I've always cherished with my clients is the importance of truly listening to them. It's about feeling their needs, stepping into their shoes, and understanding their perspectives. Every customer deserves to be heard and valued. Ultimately, our mutual success hinges on this connection. As in client management of Consultative sales professionals, we're not just selling products—we're selling experiences and emotions, fostering genuine relationships where we support each other's journey to success.

In the context of conflict resolution, listening goes beyond simply hearing what someone says. It's about actively engaging with the speaker to understand their perspective, both the words and the emotions behind them. Here's why listening is so important: Defuses Tension: Conflicts often involve heightened emotions. Active listening validates the speaker's feelings, acknowledging their frustration or hurt. This can help de-escalate the situation and create a space for productive conversation. Builds Trust: When someone feels heard and understood, they're more likely to trust you and the process. Active listening demonstrates that you're genuinely interested in resolving the issue, not just winning the argument.

L'écoute est primordiale tout autant que montrer que les retours sont pleinement entendus et considérés. N'hésitez pas à poser des question pour comprendre ce qui motive la plainte. Souvent, lorsque la plainte est exprimée avec véhémence, c'est que l'Humain se sent menacé. La personne subit surement une pression hiérarchique, ou un trop plein de frustration/ stress vie pro ou perso, etc. Selon le profil du client, n'hésitez pas à creuser l'origine de cette colère. Il existe des leviers pour apaiser ces tensions. "Voulez-vous que je fasse une communication officielle pour vous dédouaner ?", Souhaitez-vous que l'on coconstruise ensemble un bilan de performance/ rapport d'incident/ etc. à présenter à votre hiérarchie ?".

Active listening is fundamental to understanding your client, gaining insights into their perspectives, and analyzing what expectations they hold from you. By listening and incorporating these strategies well, you can tailor your service as per the needs of the client, thus preventing any conflicts or concerns. Valuing their perspectives and issues makes them feel heard and this can help you in resolving and navigating tough situations better.

The best way to provide a great customer experience is by following this framework: 1) Actively Listen, 2) Acknowledge Their Pain Points, 3) Show Genuine Concern, 4) Ask Open-Ended Questions, 5) Offer Relevant Solutions, and 6) Follow Up. Example: Customer: 'We’re struggling with our current solution; it’s too complex and time-consuming.' You: 'I understand how frustrating that can be. It sounds like you're spending more time troubleshooting than focusing on your core tasks. Can you tell me more about the specific issues you're facing?' This ensures that the problem is understood and that you are moving in the right direction to solve it or provide alternatives.

Certaines plaintes peuvent être piquantes et personnelles. - "Je ne traite pas avec des femmes". - "Vous n'avez pas d'enfant, vous ne savez pas ce que c'est d'avoir un emploi du temps chargé, je n'ai pas le temps de faire cette manipulation". Il est néanmoins nécessaire de se détacher du message et de garder son calme. N'hésitez pas à faire une pause si la situation le permet, sinon adoptez un ton neutre pour favoriser la communication. Apporter des choix alternatifs à votre interlocuteurs : - C'est une femme maintenant OU un homme la semaine prochaine. - Je comprends... néanmoins, cette manipulation est nécessaire pour atteindre vos objectifs. Vous pouvez la faire en suivant ce guide OU prendre un RDV avec notre équipe technique.

Staying calm and maintaining a professional stance is essential when dealing with conflicts. Listen to your client well and then think logically and rationally for solutions that can improve their concerns. By staying calm, you avoid any kind of misunderstandings or miscommunications that can arise through rash conversations. It also demonstrates your professionalism and ability to handle such tough situations without losing your calm.

Flexibility is a sign of respect and good will but can also be misinterpreted as weakness which may compromise outcomes. I always advocate for "Startegic Flexibility" which makes sure that your Ego is not getting in the way of being easy to deal with yet ensuring you are properly positioned in the relation to maximize chances for positive outcomes.

Think of a negotiation with a volatile client. Rigidity might backfire. Flexibility allows for a more nuanced approach, employing empathy and de-escalation tactics during tense moments and assertiveness when presenting key points.

Being flexible in your approaches and communication styles based on the client's requirements or preferences can help handle tough conflicts with ease. Adapt your usual style and prioritize the client's comfort over yours. This will allow a more smoother and positive client experience.

In my experience as a real estate agent, flexibility is key to effectively resolving conflicts and meeting client needs. Each client has a unique communication style and decision-making process. Understand Client Preferences: Recognize each client’s preferred communication style (e.g., email, phone, video chat). Adapt as Needed: If a client gets frustrated, switch to their preferred mode of communication. Adjust Your Approach: For clients who make quick decisions, offer a detailed approach to complex issues. Show Commitment: Demonstrate flexibility to show dedication to finding a resolution. Build Trust: Tailoring your approach to the client’s personality fosters trust and ensures positive outcomes.

Offer rational and logical solutions that fit the situation effectively and provide an ultimate resolution of the client's concerns. Propose various alternatives and let the client choose what he prefers in his project. This will demonstrate your effective problem-solving skills and avoid any conflicts with the client.

Il est important de toujours vérifier que le problème est bien résolu et de faire un suivi. Cela permet de relancer la conversation et de ne pas rester sur une note négative. Si vous laissez l'incident se terminer sans reprendre contact par la suite, ce sera 10x plus dur de le recontacter le mois suivant avec une demande de disponibilité ou avec une volonté de lui faire réaliser une action. Il se souviendra de votre dernier échange qui était plutôt négatif, et risque de ne pas prioriser votre demande.