How can you handle difficult clients when deadlines are tight as a Vocal Coach?

Boundaries are key. I communicate this in a variety of forms. My first contact w a client involves sending them a formal document/brochure that outlines the practice’s offerings, fees, expectations, etc. This is followed up by a phone call from the assigned coach/counselor, reiterating the same information. During that introductory phone call, the assigned clinician will collaborate with the client to set an intake appointment, in which the information will be provided again, in a face to face context. Boundaries are reviewed throughout the client’s tenure with our practice. This has mitigated many issues before they could develop into problems.

Todo en nuestra carrera es sobre relaciones humanas. Hay que entender que ellos (los clientes) son personas con un negocio, y con tiempos ajustados. Y que ellos también entiendan que nosotros estamos en la misma situación. Llegar a un acuerdo siempre necesita sinceridad. A veces ellos tienen que hacer sacrificios con el tiempo, y otras veces nosotros. La mente abierta, y a trabajar en equipo.

Active listening is a choice, instead of reacting negatively to the client. The focus is on paying attention to what the client is saying (the content of their message). Don’t interrupt. Paraphrase and summarize what they are saying when appropriate. Ask open-ended questions that encourage and give them the opportunity to fully explain their position. Listen to the process they are engaging in (the primary emotions they are experiencing). Are they feeling rejected? Abandoned? Do not judge them. Set your biases aside so that you can hear your client’s heart. Put yourself in their shoes BEFORE you respond. Then offer feedback that validates what they feel in that moment.

Being assertive is neither aggressive or passive. Some misinterpret assertiveness for disrespectful communication. It is not. Aggressive communication is disrespectful to the listener. Passive communication is disrespectful of yourself. Assertive communication respects both, considers both, while asserting and advocating for personal values and setting personal boundaries. Assertive communication is clear about needs and wants, but does not ignore or overlook the needs of others. Assertive communication is firm, but it is never disrespectful. Assertive communication can be nonverbal when it includes maintaining eye contact, respect for personal space, and holding head high with shoulders back: self confidence and self respect.