Navigating Difficult Client Situations - A Toolkit for Accountants

Introduction

Accountants and their clients often operate in high-pressure environments - conditions that can sometimes bring out the worst in people. What works effectively with one individual may completely miss the mark with another.

Unexpected tax liabilities, disallowed deductions, cash flow problems, stress from business uncertainty can all cause your client to become frustrated or angry and, as a professional, your ability to achieve strong outcomes and maintain positive relationships is essential.

You will have the opportunity to share real-life challenges and receive personalised, practical advice to help you navigate them successfully.

What You Will Learn

This live and interactive session will cover the following:

• How to spot different types of behaviour and adapt your approach to get on their wavelength
• Taking ownership of situations and providing reassurance without over committing
• Controlling your feelings and developing an inner confidence in daunting situations
• How to handle clients who are emotional (angry or upset) e.g. an unexpected bill or charge can trigger an emotional response if it is not explained clearly
• Using questions to understand, to build empathy and to help people see solutions for themselves
• How to respond if you are asked something you think you should know but don’t - such as a technical tax query
• How to positively manage expectations when you are too busy to do something
• What to say when things seem to have gone wrong

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.