Dealing With Angry Clients In Consulting Meetings

Navigating difficult conversations…we know the terrain well in supply chain and sustainability —complex stakeholder relationships, competing priorities, and tough tradeoffs that demand honest dialogue. The first quarter of 2025 has been challenging for some clients and colleagues. Behind every successful initiative lies countless challenging conversations.I wanted to share this list that captures what I've learned (often the hard way) about handling challenging discussions: 1. Lead with empathy - acknowledge feelings before diving into issues 2. Stay calm - pause and breathe when tensions rise. Cooler heads prevail. 3. Prepare but remain flexible - rigid scripts rarely survive contact with reality 4. Ask genuine questions - "help me understand your perspective" 5. Give authentic appreciation - recognize effort before suggesting changes 6. Own your emotions - acknowledge feelings without manipulation 7. Respect others' viewpoints - validation doesn't require agreement. You can disagree and still find a happy path. 8. Be specific - vague criticisms like "you always" rarely help 9. Collaborate on solutions - problem-dumping without brainstorming fixes nothing 10. Set clear boundaries - know what you can and cannot commit to 11. Listen actively - not just waiting for your turn to speak. Read this again… 12. Apologize sincerely when needed - take responsibility, not half-measures. Accountability helps build trust. 13. End with concrete next steps - clarity prevents misunderstandings. Playing back throughout tough conversations with key points and actions shows active listening and understanding. 14. Reflect afterward - what worked? what could improve? In my experience leading global teams, the conversations I've handled poorly weren't failures of strategy—they were failures of approach and understanding context. For example, a recent negotiation with a supplier facing severe capacity constraints could have deteriorated into finger-pointing. Instead, by focusing on understanding their challenges first (point #4) and collaborating on creative solutions (point #9), we found a path forward and workable compromise. Staying calm helped too ;) What's your experience? Which of these principles has been most valuable in your leadership journey? Or is there a 15th point you'd add to this list? ___________ 👍🏽 Like this? ♻️ Repost to help someone ✅ Follow me Sheri R. Hinish 🔔 Click my name → Hit the bell → See my posts. #SupplyChain #leadership #sustainability

The Meaning of Communication Is the Response You Get In my previous post, I talked about resilience and adaptability. Today, I want to explore how Customer Experience (CX) and Neuro-Linguistic Programming (NLP) work together to create impactful and lasting customer interactions. As both a CX professional and NLP Master Practitioner, I’ve learned that it’s not just about metrics like NPS or CSAT; it’s about understanding the deeper reasons behind how customers speak and act, especially when they are upset or angry. This is where one key NLP presupposition comes into play: “The meaning of communication is the response you get.” In CX, it’s crucial to realize that no matter how well-intended our communication is, the true measure of success lies in the customer's response. Their reaction—whether positive or negative—determines whether we’ve succeeded in delivering a positive experience. Here’s how applying NLP principles can elevate CX, particularly when it comes to building rapport with angry customers: Active Listening: When a customer is upset, they often want to feel heard and validated. By actively listening—not just to their words but to their tone and emotions—we can better understand their frustrations. This approach shows that we genuinely care about their concerns, which can help defuse anger and create a sense of connection. Empathy and Validation: Acknowledging a customer's feelings is crucial. Phrases like, “I understand why you’re upset” or “That sounds really frustrating” can go a long way. This validation reassures them that their emotions are recognized and that we are on their side, working towards a resolution. Mirroring and Matching: Subtly mirroring the customer’s tone and body language can create a sense of rapport. If a customer is speaking passionately or with frustration, matching that energy (while maintaining professionalism) can help them feel understood. This technique can ease tension and create a more conducive environment. Offering Solutions: Once rapport is established, it is important to focus on solutions to ease the customer’s frustration. “Here is what I can do to fix this” helps shift the conversion from frustration to reassurance. Follow-Up: After resolving the issue, following up with the customer demonstrates that we value their relationship. A simple message to check in shows commitment to their satisfaction and can turn a negative experience into a positive one, strengthening loyalty. Blending CX frameworks with NLP insights doesn’t just improve customer interactions; it also enhances internal communication, leadership, and collaboration, nurturing a truly customer-centric culture. How are you applying human psychology in your customer strategies? Have you had moments where truly understanding a customer’s emotions made all the difference? I’d love to hear your thoughts! #customerexperience #strategicgrowth

On How to Manage Your Advisor Being Angry (Without Losing Your Mind or Momentum) Everyone makes their advisor angry. When it happens, pause—don’t panic. Take a step back and breathe. While your advisor’s anger may feel personal, it’s more often about stress, miscommunication, or unmet expectations. Let them settle down. Let you settle down. Don’t respond immediately. When you are ready, ask for a meeting to smooth the waters. So, how do you run it? Here are what my better students have done. 1. Start with a calm, professional tone “Thanks for making time to meet—I wanted to check in & make sure we’re aligned.” Avoid defensiveness or over-apologizing. Keep your tone steady & focused. Probe to see if they are still angry. 2. Acknowledge the tension, if needed If they are still angry, foster a constructive conversation. “I sensed some frustration in our last interaction, & I want to better understand where things went off track.” “It’s important to me that we have a strong working relationship, so I wanted to talk things through.” 3. Ask for clarity Often, they won't want to hurt your feelings, bc they are embarrassed they were angry. So you may need to nudge them for an explanation about what happened. “Can you help me understand what specifically wasn’t working or what expectations I may have missed?” “I want to make sure I’m hearing you clearly so I can address the right things.” 4. Take ownership, where appropriate If the problem was not that your advisor was having a meltdown, & you really did make a mistake, own it. “You’re right—I could have communicated more proactively about [X]. I’ll adjust that moving forward.” Be specific about what you’re taking responsibility for, & avoid taking blame for things outside your control. 5. Propose next steps or a plan If the problem is that you are not communicating well or progressing, develop a shared action plan. “Here’s what I’m planning to do next: [outline action steps]. Does that sound like the right direction?” “Would it help if we set regular check-ins or clarified priorities for the next few weeks?” 6. Set boundaries if needed If the if the advisor's anger has crossed a line, set a boundary - such as asking them to stick to email or work hours. This may make them angry, but it also throttles the chance of angry communication. If you set a boundary, remember, you have to stick to it too! “I’d appreciate keeping our communication focused on the work & solutions. That helps me stay motivated & effective.” Be firm but respectful—model the tone you want to see. 7. Close on a constructive note Some advisors will appreciate the conversation; some won't. No matter how it goes, close it positively. “I really do value your mentorship & want to keep improving.” “Thanks for the feedback—I’ll follow up with [next step] & keep you posted.” If you can control your emotions, structure the conversation, & end it positively, you will get through the storm! Best of luck!

Had an interesting conversation last week with a founder who was ready to walk away from a client a few months ago. The issue? A massive misunderstanding on project scope that spiraled into a heated argument. Instead of calling it quits, he did something simple but worked- He called the client and started with, “I think we’re misaligned. Help me understand where things went off track.” No defensiveness. No excuses. Just a question. It defused the tension immediately. They laid out all the frustrations, and he just listened. Next question - “What does success look like from here?” That one shifted the conversation from blame to solution. They ended up not only saving the relationship but also closing a bigger deal with them the following month. It made me realize this: Most client conflicts aren’t about the actual problem. They’re about feeling unheard and misunderstood.. Similar to personal relationships outside of work. I’ve seen this happen and workout by doing the following- Acknowledge the frustration. Even if you disagree. Ask what success looks like. It shifts the focus from the past to the future. Make a commitment—and follow through. Even if it’s just a small step, action rebuilds trust. Conflicts are going to happen. But if you lean into them with curiosity instead of combativeness, you’ll not only solve the issue but also strengthen the relationship. What do you do when you're lost in the woods ? Start with one step.