One of the hardest things about difficult client situations is fear.

We fear losing business or what that person might say about us - will it damage our reputations?

But the most important thing is to have boundaries, water-tight terms that you actually enforce and acceptance.

I'll add empathy to that list to, as one of the areas I talk about, is the power of responding to the feelings sitting behind certain behaviours.

The four scenarios I unpack are:

1. Handling complaints
2. When clients are controlling
3. When you're being disrespected
4. Clients who behave unethically

I'm lucky to have brilliant clients, but every now and again, a tricky situation pops up - it happens to all of us, so I hope you walk away with some tangible ideas.

Enjoy!

• Sumantha

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