How do you all deal with being yelled at, belittled or intimidated by families of clients? I have tried to be assertive and set boundaries but upper mgt. is not supportive. I really wanted to just hang up on this woman today but she beat me to it and then I was tempted to call back just to call her a stupid bitch before I hung up her on her lol. I’m so over having to be professional.

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I try and remember that hurt ppl, hurt ppl. It’s not easy by any means. Get a stress ball!

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If you are being being yelled at.

1. Don’t acknowledge them- especially after you have told them to stop.

The. When they get really mad,, act like you are confused…then ask if they are talking to you , but follow it by saying surely they are not as reminding them you are their employee - not their child and if their is a problem you expect/ would hope they would come to you and talk it out like two professional adults would. …

You have to do it in a calm,/ subtle yet confident way for it to work- you have to make them feel a little embarrassed or. “ silly “ for pitching a tempur tantrum like a child - but also sending the message it better not happen again. Lol

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First, I consider the source and circumstances, They may be frightened, change many be difficult for them, or resources maybe scarce. For these clientele they maybe operating from thier amygadala (fight, flight, or freeze). In this state they are not able to engage their prefrontal cortex where reasoning and decision making happens. You do have the right to suggest that this might not be the right time to discusss the issue since it is bringing up a range of feelings. Hopefully your company allows you to end abusive phone calls by suggesting that maybe they need more time to process the information you are offering, and then set up a time to reconnect. The last thing you want to do is establish a relationship where this client thinks it is okay to treat you this way all the time. Finally, with my twisted sense of humor, I can usually find something to laugh about after the phone call has ended. Hope this helps!

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