Dealing with difficult clients/accounts around the holidays has become sort of a sore spot for me. I still after all of these years struggle to deal with the sometimes harsh demeanor of people. I've gone home crying a few times. How do you handle particularly difficult or confrontational situations?

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Do you ever jump on calls with them or just communicate through email? I always find that problems can for the most part can be solved by jumping on a call with them.

likeuplifting

Mostly through e-mail. That's not a bad idea. I would probably communicate better with a couple of clients on the phone. Thanks for sharing this thought.

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I think part of what feels bad about it is the feeling of helplessness, like there’s no recourse and they just get away with this shitty behavior … so I remind myself that they’re not getting away with it, because people who don’t acknowledge the humanity of their work partners are unhappy people. They pay for it by being miserable all the time.

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First note, make your client your friend when you can. Have a rapport with them where you can be honest and personable (When you can, some of these people are dicks). Don't be scared to be stern and inquisitive with clients about there feedback. Nothing wastes time like floaty unspecific feedback. Additionally let them know everything that is going on and the implications of their asks. Also if you have too, ask them to prioritize the million and one things that are going on. Other than that don't take any of this personally. It's not life and death. And you work to live not live to work. And if it's really getting to, look to move beyond agency life even if it pays a bit less the mental stability is very much worth it.

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Thank you, that means a lot. I take work so seriously, and I do often forget that real life should always come before work. (And I shouldn't feel bad about it, either.) I'm really looking forward to some time off to re-group and come up with a new plan for handling the clients that make me want to quit. Well, cry first and then quit.

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Is there anything bugging or stressing you out? I find being stressed affects my view on things.

Maybe also see what other supports you need, like someone you can vent to, or who can coach you. People are miserable and cranky this time of year because of the pressure to be perfect. Just keep in mind that it's not personal.

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Of course, I'm stressed trying to get everything wrapped up for the year at work -- and get a bunch of stuff literally WRAPPED at home. :) You're probably right. Any stress around the holidays feels like an extra sore spot just because there's so much going on.

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Think of yourself as a negotiator passing one thing to another it’s almost transactional. Understand they’re stressed and use the word push in your responses to make them feel heard and keep it short i.e “will keep pushing on this” “to push this forward” implies you understand this is their priority without doing much and then email frantically every hour to show true account man drive.

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Honestly, I just have to remind mysel that it's not the ER, and no one is gonna die. Clients are under a lot of pressure and it's easy to push that off on us and make us deal ith it. But agreed that it's transactional to an extent and it's important to remember that function before you get swept up in the negativity

helpful

Let them explode all over you and when they give you a chance to talk, just look at them like you're still listening. They will say another two or three statements, losing a little steam each time. Then it's problem solving time.

helpful

Don't take work home with you. That goes with your emotions at work as well. Don't dwell on them. No one died though mistakes were made. Try again another time. Remember they aren't always right.

I was trained to apologize first,then express an understanding that they were upset. After that I was supposed to repeat back what they told me. It's best to handle these situations while trying to calm yourself at the same time.

Avoid it. Let them talk and when their done, ask for your time to explain yourself. It will make your work getting done faster. Confrontations will make it only worse and will just add up to your already frustrated self.

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