You're a consultant facing a conflict with your client. What's the best way to navigate the situation?

1 Identify the root cause

The first step to resolving any conflict is to understand what is causing it. Is it a misunderstanding, a mismatch of expectations, a lack of trust, or a personal issue? Try to see the situation from your client's perspective and empathize with their needs and concerns. Ask open-ended questions, listen actively, and avoid making assumptions or judgments. Clarify the facts, the goals, and the roles of each party involved.

3 Communicate respectfully

When communicating with your client during a conflict, it's important to stay calm and professional, even if they're angry or rude. Focus on the issue, not the person, and avoid personal attacks or insults. Use "I" statements to express your feelings and needs, and acknowledge your client's feelings, opinions, and needs. Propose solutions that are fair, realistic, and acceptable to both parties, and don't interrupt or talk over them. Additionally, don't assume, generalize, or exaggerate; don't blame or criticize; and don't be defensive or stubborn. Show that you value their input and feedback by being open to suggestions. By following these dos and don'ts of communication, you can help resolve the conflict in a positive way.

4 Document the agreement

After you have communicated respectfully and reached a mutually agreeable solution, you need to document it in writing. This will help you avoid future misunderstandings or disputes, and ensure that both parties are clear and accountable for their roles and responsibilities. You may need to update your contract, your project plan, your invoice, or your communication plan, depending on the nature of the conflict. Make sure that your document is accurate, complete, and signed by both parties. You may also want to follow up with your client to confirm the agreement and thank them for their cooperation.

5 Learn from the experience

Finally, you can use the conflict as an opportunity to learn and improve your skills and practices as a consultant. You can reflect on what went well and what went wrong, and identify the lessons and the actions that you can take to prevent or reduce similar conflicts in the future. You can also solicit feedback from your client and ask them how they felt about the process and the outcome. You can use this feedback to enhance your relationship with your client, as well as your reputation and credibility as a consultant.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?