Your client is getting defensive during your session. How do you keep the rapport intact?
When a client becomes defensive during a session, it can be challenging to maintain a positive relationship. Here’s how you can foster a supportive environment:
What strategies have been effective for you in similar situations?
Your client is getting defensive during your session. How do you keep the rapport intact?
When a client becomes defensive during a session, it can be challenging to maintain a positive relationship. Here’s how you can foster a supportive environment:
What strategies have been effective for you in similar situations?
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When faced with a defensive client, I prioritize creating an atmosphere of respect and understanding. Active listening is crucial—I let them express their frustrations without interrupting, using affirming nods or verbal cues to show I’m engaged. Reflective statements help me validate their emotions, such as saying, “It sounds like you’re feeling concerned about…” to show I’m hearing them clearly. Open-ended questions like, “Can you tell me more about what’s on your mind?” encourage them to share deeper insights without feeling pressured. I also remain calm, maintain positive body language, and avoid becoming defensive myself, which helps de-escalate the situation and rebuild trust. How do you navigate such moments?
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When a client becomes defensive, it’s important to maintain a professional and empathetic approach to preserve the rapport. Ensure that you remain calm, even if the client’s defensiveness is making the situation tense. Let the client know that you understand their position and that their concerns are valid because sometimes defensiveness simply stems from miscommunication.
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