In stressigen Kundengesprächen habe ich gelernt, dass Empathie und Klarheit der Schlüssel sind. Ich höre aktiv zu, lasse den Kunden ausreden und wiederhole was ich verstanden habe, um sicherzugehen, dass wir auf derselben Wellenlänge sind. Es hilft, Emotionen anzuerkennen, etwa mit Sätzen wie: „Ich verstehe, warum Sie das frustriert.“ Gleichzeitig gehe ich vorbereitet in solche Meetings, kenne die Details und habe Lösungen parat. Wenn Fehler passiert sind stehe ich dazu, erkläre die Hintergründe und biete konkrete Schritte an, um das Vertrauen wiederherzustellen. Diese Mischung aus Zuhören, Ehrlichkeit und Lösungsorientierung schafft oft eine Basis, auf der wir gemeinsam vorankommen können.

When we are in the middle of a stressful meeting with a client, partner, ally, or sponsor, it is very important not to take things personally and to try to position ourselves in the situation as an observer of our client. By doing this, we can build a bridge from empathy, validating what is actually happening, and recognizing the feelings and emotions that are causing stressful situations. Seeking to converse with an open mindset through active listening will help us resolve the situation. Finally, I recommend avoiding emotional contagion.

This kind of situation can be scary, but it’s also an opportunity to build stronger relationships through empathy. The first step is to actively listen. Focus fully on the client’s concerns without interrupting or jumping to solutions right away. Acknowledge their feelings and validate their stress by saying things like, “I understand how this situation can be frustrating.” Then, ask thoughtful questions to clarify their needs and show that you’re invested in finding a solution that works for them. Throughout the meeting, keep your tone calm and reassuring, and offer support, not just answers. Empathy is about showing you care about both the outcome and the client’s emotional experience.

As a coach, I usually meet high-stress client meetings where clients are skeptic about the results of the session and the impact of NLP techniques, specially when it's the first time for them to be coached. In those cases I help the client to release all his emotional load through active listening this helps the client to be open. After I show empathatic appreciation to their emotions, I help them discover their beliefs and needs behind that emotional load. This step not only calm them down but also help them have a deep understanding of themselves and their motives and allow them touch the results of the coaching process in a practical way.