Conflict & Difficult Clients
They are out there...
  • Conflict is a natural by product of our work
  • Fundamentally, its a failure to communicate
  • Yet, how do you resolve these conflicts?
  • Are some clients simply difficult people? Yes.
They are out there...
  • Conflict is a natural by product of our work
  • Fundamentally, its a failure to communicate
  • Yet, how do you resolve these conflicts?
  • Are some clients simply difficult people? Yes.
Doing work that is hard...

Causes of conflict

- Unmet Expectations
- Mistakes

Keys to resolving

- Understand problem and focus on a solution
- Avoid blame
- Commitment to fix
 
To err...

"We were fundamentally disappointed with the demo. This is not at all what we expected.”

 
...is human.
Do:
- Review expectations
- Discuss requirements
- Agree on a solution
- Take fair responsibility
Don't:
- Blame client or team
- Argue or lose patience
- Forget they need us