Keep Your Cool: Tips for Managing Difficult Clients on The Make Money Mediating Podcast with Susan Guthrie #417

Sooner or later, no matter what you do for a living, you are going to deal with a difficult person.  For those of us in the dispute resolution professions, this is especially true as we deal day and and day out with people going through conflict and that combativeness spills over into our lives far too often.

It is important to have strategies in place for how to deal with these situations far in advance of the moment that someone shouts at us, shakes their finger in our face or makes wild accusations about our character in the heat of the moment.

This episode will walk you through the before, during and after so that when the moment gets heated, you can keep your cool and maintain your professionalism, no matter how difficult your client may get!

 

Episode Transcript

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Mentioned in this episode:

Bill Eddy's Book: Calming Upset People with EAR: How Statements Showing Empathy, Attention, and Respect Can Quickly Defuse a Conflict

 Bill Eddy on The Divorce & Beyond Podcast: Get Ready to BIFF Your High Conflict Ex 

William Ury and Roger Fisher's Book: Getting to Yes: Negotiating Agreement Without Giving In

Mosten Guthrie Academy Consulting Groups: https://mostenguthrie.com/all-study-groups/

Mosten Guthrie Trainings can be found here:  https://mostenguthrie.com/training

Get the FREE LinkedIn Newsletter from Susan, "Practice Building Tip of the Day": here: https://www.linkedin.com/newsletters/daily-practice-building-tips-6979857568605114368/

 

Reach out to Susan at susan@susaneguthrie.com

Book an Hour Strategy Session with Susan and get started on brainstorming your new practice, project or problem: https://calendly.com/susanguthrie/strategy-session-with-susan-guthrie

 

Websites:

Susan Guthrie: https://www.susaneguthrie.com  (coming soon)

Mosten Guthrie Academy: https://mostenguthrie.com

 

Social Media: 

Susan on LinkedIn: https://www.linkedin.com/in/susaneguthrie/

Susan on Instagram: @susanguthrieesq
Mosten Guthrie on Instagram: @mostenguthrie
Make Money Mediating on Instagram: @makemoneymediating

 

Meet Our Creator and Host: Susan Guthrie

Nationally recognized as one of the Top Family Law Attorneys and Mediators in the United States, Susan Guthrie has been at the forefront of divorce practice for more than 30 years. After more than 20 years as a name partner in a leading law firm in Connecticut followed by establishing her own boutique Family Law and Mediation practice in 2012, Susan has in the past two years transitioned into one of the leading family, collaborative and mediation trainers in the world and regularly works with and consults with divorce professionals and attorneys in growing and marketing their practice for a happier and healthier life.

In 2020 Susan partnered with mediation legend, Forrest “Woody” Mosten, to create the Mosten Guthrie Academy to provide cutting edge gold-standard trainings for attorneys, mediators and other professionals. The Academy has grown in two years from one 40-Hour training program to a comprehensive curriculum of basic, advanced and specialized trainings and consulting groups for a vast family of dedicated professionals.

As a leading dispute resolution professional, Susan is honored to have been recently elected as Vice-Chair of the American Bar Association’s Section of Dispute Resolution and looks forward to serving as the Chair of the Section in the 2024-2025 Bar Year. She was also recently elected as the ABA Section Officer's Committee Vice-Chair Representative.

Susan is also an internationally renowned expert in online mediation and has been training colleagues and other professionals in the practical and ethical considerations of conducting their mediations online with her innovative programs and webinars for more than two years. To date, more than 25,000 dispute resolution professionals have benefited from her program and she has trained mediators in countries all around the world including programs for the American Bar Association (ABA), the Alternative Dispute Resolution Institute of Canada (ADRIC), and the National Association of Distinguished Neutrals (NADN) among others.

Susan is the award-winning creator and host of one of the top 3 divorce podcasts in the world and one of the top 1.5% of all podcasts worldwide, The Divorce & Beyond Podcast with Susan Guthrie which has more than 5,000,000 listens to date.