Managing Difficult Clients
Practical Communication, Boundaries, and Judgment Under Pressure
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Accreditation:
LSO / LSBC / other -
Level:
Professionalism -
Time allotted:
1.0 hours
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Course overview
Practical strategies for managing difficult clients without letting one interaction consume too much of your time and attention. LSO / LSBC accredited and learning path equivalent in other provinces and states
Why should you take this course?
Difficult clients are often treated as simply “part of the job.” But once a client becomes hard to deal with, the problem is no longer just their behaviour. The interaction itself can start taking too much of your time and attention. You may find yourself explaining the same thing again or giving more ground than you intended.
This course gives you a practical way to handle those moments. It helps you slow the interaction down and reduce escalation. From there, you can bring the conversation back to what actually needs to happen next.
You can’t control the client. But you can manage your side of the interaction, protect your judgment, and keep the matter moving forward.
This course gives you a practical way to handle those moments. It helps you slow the interaction down and reduce escalation. From there, you can bring the conversation back to what actually needs to happen next.
You can’t control the client. But you can manage your side of the interaction, protect your judgment, and keep the matter moving forward.
Or get as part of a bundled offer
24 hours later, I still feel uplifted and in the groove.
Learning Objectives
Recognize
common difficult-client patterns, including anger, anxiety, excessive demands, avoidance, and indecision.
Analyze
how pressure in client interactions can affect your own judgment, tone, boundaries, and the progress of the file.
Apply
a practical response framework to manage difficult client conversations with clarity, structure, and professionalism.
Use
communication and boundary-setting strategies that support effective client service without over-accommodating or escalating the situation.
Respond
more effectively to emotionally charged client conversations by returning the discussion to facts, next steps and professional problem-solving
Identify
when a difficult client needs clearer expectations, documentation, a pause, or a step back from what is causing escalation.
Nancy Morris, MSc
Work Performance Specialist
Nancy Morris, MSc, is the founder of LexPro Learning and creator of MeQ™ Self-Intelligence. She has spent more than 40 years in and around the legal profession and more than 25 years teaching and coaching people to put what they know into action. Her work combines applied research with practical strategies that help lawyers think more clearly, respond more effectively, and follow through on what matters.
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