When my team clashes with a demanding client, I become the diplomatic middleman, part therapist, part problem-solver. First, I’d channel my inner peacekeeper, sit both parties down (virtually, of course), and translate their frustrations into productive goals. I’d remind the client that we, too, appreciate perfection, just not at the speed of light, and assure the team that constructive feedback is not a personal vendetta. The goal? Finding that sweet spot where “unreasonable” becomes “achievable,” ideally before anyone starts a PowerPoint protest!

- Seek to understand first, ask questions to your team as to why there is a conflict. - Call the client afterwards to hear her/his own perception and approach. - Set up a meeting as a group, the client and team members where the goal will be the discussion and problem solving approach. Not to be right, just to solve it. - Agreed on a new common working strategy that will work for both parties. - Have regular check-in ensuring comfort from both parties. - Visit that client if needed, very key. A simple visit can fix everything.

When my team clashes with a demanding client, I will act as a mediator by first listening to both sides to fully understand the expectations and concerns. I will facilitate an open, respectful dialogue where the client feels heard, while also ensuring my team’s efforts are recognized. I'll aim to find common ground by aligning the client's priorities with feasible solutions from the team. By setting clear, realistic expectations and timelines, I can reduce tension. My goal is to create a win-win situation where the client’s needs are met without compromising the team’s workflow or morale.

Global Perspective: Start with an open dialogue, ensuring both the client and team feel heard. Show empathy, understanding the client’s pressures while supporting your team. Clarify expectations and reset goals if necessary. Keep communication transparent and provide regular updates. Collaborate with the client to find solutions, focusing on key priorities. Indian Perspective: Build strong relationships and opt for face-to-face interactions. Be flexible (Jugaad) and offer creative solutions. Set realistic expectations and aim to exceed them. Maintain frequent updates through calls or messages. Protect your team from overwhelming demands and leverage hierarchy when needed. Powered by mple.ai

Listen to understand the whole situation and put yourself in Guest’s shoes. Politely be transparent on time/cost to fulfill his demand. Stay professional and assure your follow up.

Give the client choice, but make sure they understand there is a commecial "see-saw" to be balanced. They can have what they like, but there will be costs to pay, or time needed or changes required etc. A output requirement must always be balanced against a input. Paint the see-saw picture and then help the client decide with you the requirements vs the inputs they are willing to provide (cost/time/change / resource etc.) . You are not there to achieve the impossible or to simple deliver the client need without the commercial see-saw being balanced. This way you can protect your team and business whilst offering the client the choice.

These kinds of conflicts can become opportunities for stronger partnerships especially if we handle this with patience and empathy. - Listen to both sides without judgement. Often, conflicts arise from misaligned expectations or miscommunication. - Reframe the conflict as a shared challenge and remind both parties of the common goal and how their collaboration is crucial for success. - Encourage brainstorming of creative compromises that address the client's needs while respecting your team's capabilities and well-being. - Document agreed-upon solutions and establish clear checkpoints. Regular feedback loops prevent small issues from escalating. The goal is to find a path forward that serves everyone's interests.

I wonder what the nature of the conflict could be.. I can imagine just such a scenario, but if I were in charge of a team facing challenges with a client then I would distance the team from the client and own that conversation direct. Sometimes confusion can occur between stakeholders and a good way to smooth a lot of things over is to elevate it to your level and go direct. Figure out what's going wrong and why. Discuss options. There's a solution somewhere, just need to dig it up. Sometimes clients aren't exactly clear about what they want anyway.

During the Conflict Resolution Framework Implementation Project, we clashed with a client over scope expectations. I mediated by facilitating a structured feedback loop using the RACI matrix, which clarified roles and responsibilities. We found common ground by focusing on shared objectives, helping both parties realign toward success. Regular check-ins allowed us to adjust and prevent future misunderstandings. For a deeper dive into mediation strategies, read "Getting to Yes: Negotiating Agreement Without Giving In" by Roger Fisher. Remember, patience and a good sense of humor can turn any conflict into collaboration. 😅💡