Final answer:
The best response when facing allegations of malpractice is to show concern, listen actively, stay calm, and engage in a constructive conversation focused on resolving the issue. Apologies should be given without making absolute claims, and seeking further assistance from a supervisor or HR department if the matter cannot be resolved directly.
d. Show concern for the client.
Step-by-step explanation:
When faced with a disgruntled client who alleges malpractice that may lead to a lawsuit, the appropriate response is to remain professional and empathetic. You should show concern for the client and their situation. Carefully choosing your words can help to deflate a tense situation, rather than exacerbating it with accusations or defensiveness.
Offering an apology can be powerful, for instance saying, "Although I do not have all the answers..." However, avoid making absolute claims about the situation. Instead of responding with anger, stay as calm as possible and listen actively to the client. It's essential to avoid suggesting that you are right and the client is wrong; remain open and respectful of their viewpoint.
To further understand the client's perspective, try asking open-ended questions and affirm their feelings by restating what you have understood from their side. This not only shows that you were listening but helps in avoiding any misunderstandings.