Final answer:
Dealing with distressed and angry clients involves staying calm, listening, asking open-ended questions, restating their concerns, and focusing on solving the issue at hand. It is important to remain respectful and open to the client's perspective and seek additional help if the matter cannot be resolved directly.
Step-by-step explanation:
You can deal with distressed and angry clients by implementing the best practices in communication and problem-solving. It is crucial to choose your words carefully to avoid escalating the situation. Always maintain a calm demeanor and actively listen to the client's concerns. Instead of asserting your own correctness, remain open and respectful towards the other person's perspective.
Asking open-ended questions can be instrumental in understanding the client’s position and needs better, rather than just presenting your own case. After listening, it's helpful to restate what you heard the person say, ensuring that you have understood their issue correctly and validating their feelings. Through this, you prioritize focus on solving the problem, not on assigning blame.
If the conflict proves challenging to resolve on your own, it may be necessary to speak with a supervisor or the HR department for further assistance. The appropriate way to deal with such situations is certainly not to ignore, shout back, or run away from the client, but rather to approach the situation with professionalism and a willingness to find a resolution.