How do you build rapport and trust with a difficult client or stakeholder?

It's similar to solving a puzzle to establish rapport and trust with a difficult client or stakeholder. Determine the root of the problem first. Are there conflicting expectations, resentment from the past, or different communication styles? In my experience, dealing with difficult stakeholders required open communication to ascertain their worries. Express your viewpoint openly while highlighting the shared objective. Connect personal experiences to foster empathy and show that you are dedicated to a productive working relationship. By identifying the source of the problem and tackling it with transparency and common goals, you can turn obstacles into chances to establish a relationship based on mutual respect and trust.

Executive Assistants are relationship builders and bridges between the C Suite and the rest of the organization. In light of this, it’s imperative that we build relationships even with those others might find difficult to work with. I do this by being intentional in scheduling casual coffee chats to connect. The key here is consistency with the goal of getting to know each other and ease barriers.

Understanding the source of the difficulty is the first step in addressing the issue and building rapport. Take the time to assess the situation and consider what might be causing the client or stakeholder to be difficult. Is it a difference in expectations or communication styles? Are there past experiences that have influenced their behavior? By identifying the root cause, you can tailor your approach and responses accordingly.

To build relationships and trust with a difficult client or stakeholder, it is crucial to practice empathetic understanding, communicate clearly, set realistic expectations, and demonstrate consistency. Proactivity, respect, learning from past experiences, and offering concrete solutions are also essential. Seeking feedback regularly, maintaining composure in challenging situations, and showing ongoing commitment are effective strategies to strengthen these relationships.

The first step to building rapport and trust with a difficult client or stakeholder is to identify the source of their difficulty. This will help you build a rapport. Always try to find out of they are happy or not.

To listen is to comprehend and communicate as well. It's one of the most underrated skill in our fast paced digital world but yet so valuable that if used emphatically and strategically, can be a great skill asset to every assistant out there. Why? It's our job to listen It's our job to communicate, effectively. Without this, the job can't be done efficiently.

It’s crucial to actively listen and empathise. Give them the opportunity to share their thoughts without interruption. Acknowledging their perspective is important, we can all appreciate wanting to be being heard. After they’ve spoken proceed with any prepared questions you might have. From there you can both leave the conversation to analyse their feedback to create solutions or strategies to progress forward. This approach can help foster good dialogue, rapport and shows a commitment to resolving issues for a greater outcome.

Active listening is a great skill if you want to connect to your client to know their needs and how you can satisfy them. People will go where they are valued and if a client feels the organization has their interest at heart, they are hooked. Ask personal questions to know more about their problems, sympathize with them and offer practical guidance and solutions.

The art of communication involves active listening, listen more than you speak, try to understand their point of view and offer valuable contributions when necessary, show you understand them and their emotions or concerns are valid.

Active listening and empathy are crucial in building rapport and trust with difficult clients or stakeholders. Make a conscious effort to listen attentively to their concerns, opinions, and needs. Show genuine interest and empathy by acknowledging their perspective and demonstrating that you understand their point of view. Avoid becoming defensive or dismissive, even if their feedback or requests are challenging.

Don't forget to smile to show you are friendly. They may take a different tone of the whole conversation. And when appropriate use a very tiny bit of your sense of humor. That will provoke them to discover you as approachable.

Communication is the ultimate key in all aspects of professionalism because it alone gets half of the task done if done properly. These clear boundaries set limits, establish rapport and expectations and built trust with the new prospect and one can assist their client accordingly.

Effective communication is the cornerstone of any successful client relationship. Maintain open lines of communication, promptly addressing any concerns or questions that arise. Regular check-ins, progress updates, and transparent discussions about challenges and opportunities can help build trust and strengthen the bond between the client and the company.

Communicate clearly and confidently. Clear communication means using simple, concise, and polite language, avoiding jargon, slang, or acronyms, and providing relevant and accurate information.

Active listening. Pay attention to what the client or.stakeholder is saying without interrupting. Paraphrading id also necesssary to ensure fully comprehension. Understanding. To ensure every ones concerns are valued its good to consider their views evwn when you disagree.

Focus on Solutions, Not Problems: When presenting challenges, always come prepared with potential solutions. This demonstrates proactiveness and initiative. They don't have time to hear the problems, AGAIN. Come with solutions and see the magic! (My little secret for you!🤍)

As an Executive Assistant, you have to be a problem solver! Also, your work will speak for you. Try to focus on remaining positive and handling the problem at hand, rather than the emotions tied to the client/stakeholder .

Consistency is key to building rapport with clients. Ensure that the quality of their products or services remains consistently high, meeting or exceeding expectations every time. By delivering reliable results, you can instill confidence in the clients and reinforce their decision to partner with the company.

People feel at ease around someone who shows genuine concern about them, you might want to check on them, meet up expectations for a task or project or follow through with your words

Always appreciate your clients, they chose you out of several other businesses/partners, make them feel special and value their presence and contributions, never feel you are doing them a favor or feel entitled. A little thank you notes, personalized messages, shout outs or gift can go a long way to make them feel valued.

Timing is everything Consider the timing of your communication and the method in which it is delivered. e.g. the mornings may not be a good time for the person you are communicating with. I would start off by recognizing that this is a problematic stakeholder, and your approach should be adapted slightly to gain a more productive response. Remember, we are all different and have our preferences for communicating, including the style, tone and, of course, the timing too. Why not begin your communication with "What time of the day would you prefer to have a conversation"? They may reply, "Late afternoons are better for me". Then schedule your email or call request around that "good time" to get things off on the right foot.

Be patient. Most often, we find ourselves veering towards trying to understand their psychology as part of our executive support roles. The key to this is understanding your role and the problems you are there to solve, this way, with patience and commitment, You can adapt, anticipate and successfully navigate every difficulty.

Having lived in multiple metropolitan areas in the last 20 years, I can almost always find something in common with those I encounter on the phone, via Zoom or email. It's always something benign regarding cities where we live or work, their Zoom background, their eyeglasses, or earring.... I am friendly but not too familiar in the scant moments we are interacting because I want whomever I am speaking with to know in this moment, no one and nothing is more important. Needless to say, I have lots of longstanding business/professional relationships.

Every client is unique, tailor you strategies to suit the individual you are dealing with, different strokes for different folks. Never forget to make them feel valued