If you have clients, at some point you’re going to have an unhappy one.  Everyone does.  Successful professionals are not the ones who never have client problems, but the ones who handle those problems well.    This book offers simple, effective guidelines for managing client and stakeholder conflict.  These eight easy steps will help you resolve the emotional disruption, fix the problem, and strengthen your client’s confidence in you and your service.  When clients complain, most of professionals want to rush right into addressing the issue that the client complained about. But in most cases, that’s the worst thing you can do. You need fix both the problem and the relationship.  Too often, the problem gets fixed, but the relationship and the client’s trust remains damaged.  Trust is a delicate thing, and once violated, very difficult to restore.   This book provides a no-nonsense, systematic approach to neutralizing the client's negative emotions, reframing the client's understanding of the situation, and, finally proposing a solution. This easy-to-follow sequence is especially useful when tempers are flaring and stakes are high. It can make the difference between losing a client or building a deeper relationship based on trust.  While this 8-step approach was designed to help geeks, engineers and analysts navigate the choppy waters of human emotion, it is a clear, cogent approach to restoring trust that has proven useful to anyone in a tricky situation.

8 Steps to Restoring Client Trust: A Professional’s Guide to Managing Client Conflict

Business & Money

Glen, Paul

Industries

Leading Geeks Press

<b>Mastering the Art of Technical Leadership</b> As a dedicated leader, you’ve probably read everything you could on leadership. Many books have been written about it. But you’re a technical leader, so it’s guaranteed that much of what you’ve read is incomplete at best, and quite possibly inappropriate. Sure, you can learn a lot by studying ancient generals, sales gurus, or even Steve Jobs, but you’ve got to remember that Attila the Hun never deployed SAP. The Geek Leader's Handbook recognizes and respects the unique challenges that geek leaders face. It provides both practical advice and a framework rooted in the understanding that: <ul>
<li>Geeks are different. </li>
<li>Geeks would rather lead technology than people, but only people can be led. </li>
<li>Geeks have a hard time working with non-geeks, but those who learn to do it well become great geek leaders. </li>
</ul> The Geek Leader's Handbook gives you practical, immediately applicable advice tailored to the day-to-day challenges of technical leadership. You don’t need yet another laundry list of things you should do. To really grow as a leader, you need a solid framework to understand why these approaches make sense and to empower you to adapt them to your environment. The book also takes an unflinching look at what makes geeks different from other folk. To uncover those differences, co-authors Paul Glen and Maria McManus, collaborated as geek and non-geek. By synthesizing both perspectives, they reveal surprising and liberating insights that will help geeks become great leaders.

The Geek Leader's Handbook: Essential Leadership Insight for People with Technical Backgrounds

McManus, Maria

Management & Leadership

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