Mastering Emotional Intelligence for Communicators

An unhappy client is heading toward your conference room for a meeting. Maybe their media results underwhelmed, their event was poorly attended or their invoice contained an error. Rumor has it, the client is shopping for a new agency.

You’re in charge. As you hear the client approach, what do you do? Rush to the restroom, so you won’t be in your office when the client arrives, and hope they’ll calm down while waiting in the lobby? Or, realizing your own anxiety, do you breathe deeply to calm yourself and clear your mind?

Or do you wait in your office, armed with your talking points and backup information, so you can prove you’re right and show the client they have nothing to be upset about?

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