Everyone has a bad moment or a bad day. As a human being we shall be empathetic to everyone. Not only to clients but also to colleagues and also suppliers. The way we behave with others, we shall be an example of kindness to the people that surround us. And everyone will be happy, everything will be possible if we listen and open our hearts to others.

I find that staying fully present is key during such moments. I start by grounding myself - using a few deep breath - before responding. Acknowledging the client’s feelings with genuine empathy, like saying, “I hear how challenging this must be for you,” helps create a safe space; validates their feelings without making assumptions or overstepping. Maintaining professional boundaries is equally vital. I gently and slowly taking the conversation back to our focus when appropriate, ensuring the client feels supported without the session losing its purpose. If the concern goes beyond my scope, I compassionately offer resources or referrals. Compassion and clarity together build trust while keeping the relationship professional.

In these situations, it's critical to step into deep listening. If they're sharing personal matters, their distress is usually preventing them from focusing on work. Respond with empathy and without judgment or advice. For instance, "That sounds like it's really hard," "It sounds like you're really upset about this," or "Wow, I can hear the pain in your voice." Steer the topic back to work by asking how you can support them from a work perspective. For instance, "What support do you need on this project right now?" or "How can our company help you while you're dealing with this?" Avoid giving feedback from your own experience or sharing similar stories; that takes away from their situation and puts the focus on you.

Be curious (but not nosey) and practice silence (without being distracted). Put your phone away, focus on them, allow them to do most of the talking and ask what they need - don't assume you know what this is.

Je procéderais : 1. Écoute active : Je reste attentif. Je montre mon engagement par des réponses verbales simples comme "Je vois" ou "Je comprends que c'est difficile." 2. Validation des émotions : Je reconnais et valide les sentiments exprimés sans jugement: "C'est normal de ressentir ça dans une telle situation." 3. Adaptation du ton : Je garde un ton calme et apaisant, en m'ajustant à l'émotion de la personne pour éviter de la brusquer. 4. Offrir un espace sûr : Je veille à ce que mes réponses créent un sentiment de sécurité, sans chercher à résoudre ses problèmes. 5. Exprimer mon soutien : Je peux dire : "N'hésite pas à me dire ce dont tu as besoin."

A client isn’t limited to professional life; anyone we work with or serve can be considered a client. In such situations, follow a three-step approach: First, listen actively to understand their concerns or needs. Second, empathize and comprehend the situation they are describing to grasp their perspective fully. Third, analyze the scenario, and if you're at fault, be open to acknowledging it gracefully. Accepting responsibility when necessary fosters trust and credibility. Always communicate your understanding clearly and offer solutions where applicable. Maintain professionalism and patience throughout the interaction. This approach ensures better relationships and successful outcomes.

Empathy only goes as far as the client's ability to take it in. I might say. I am saddened to hear how hard things are for you now. What is it like for you to know I can feel how painful this is for you? I believe in being real with my clients and it is the safety of the relationship that allows the processing of distress. I want my client to both know I see their distress but that am moved by it. I then check to see if they can allow "empathy" in. We too often assume just saying the right thing helps when often to the client, it just feels rote or they do not feel worthy of caring. The question of their actual experience can shift the whole therapy as they could feel moved or could feel patronized. We do not know until we ask.