✅ Learning Outcomes:

• Respond professionally to client dissatisfaction or miscommunication.

• Protect your boundaries while maintaining diplomacy.

📘 Content:

1. Common Causes of Conflict:

• Missed deadlines

• Disputed scope

• Personality clashes

2. Conflict Resolution Strategies:

• Listen actively before reacting

• Restate the issue neutrally

• Propose win-win solutions

• Use phrases like:
  • “Let’s revisit what we agreed.”

  • “Here’s one way we could move forward…”

3. Escalation vs. Disengagement:

• When to refund or walk away

• When to use a third party (e.g., platform dispute systems)

4. Emotional Intelligence:

• Control tone and body language (in voice or video)

• Avoid personalizing criticism

🛠️ Activity:

Write a sample response email to a client who is unhappy with the final delivery and requesting major changes outside the original scope.