"You've heard the term "Speak softly and carry a big stick". Well forget the stick. If there's any tension or negativity between you and a client, just speak softly. It will instinctively make them feel over-dramatic and they will gear down."
I would say, there is a implicit stick with that: that you go away. Because someone who stays calm, when anger is rushing around, is someone you usually do not want to go away, but want to side with.
So I am not sure how easy it is to follow that advice. You either are cool, because you have the confidence, or you are not. Just speaking softly, while being scared inside will probably not have the same effect.
And my biggest difficulties with clients was lack of technical understanding on their side, combined with too much ego to show that.
(Me showing the requested new feature): "You got that and are happy with it?"
"Sure, sure"
But no, they didn't and they messed up and it was supposed to be my fault. And in a way it maybe was, so I learned that communicating with tech illiterate is a very hard, but important skill.
I would say, there is a implicit stick with that: that you go away. Because someone who stays calm, when anger is rushing around, is someone you usually do not want to go away, but want to side with. So I am not sure how easy it is to follow that advice. You either are cool, because you have the confidence, or you are not. Just speaking softly, while being scared inside will probably not have the same effect.
And my biggest difficulties with clients was lack of technical understanding on their side, combined with too much ego to show that.
(Me showing the requested new feature): "You got that and are happy with it?"
"Sure, sure"
But no, they didn't and they messed up and it was supposed to be my fault. And in a way it maybe was, so I learned that communicating with tech illiterate is a very hard, but important skill.