FVC2307. Which Hat Am I Wearing - The Psychology of Client Management

As experts, we are responsible for complex accounting analyses , but we often find ourselves in a position of managing the human and emotional element of a stressful situation. We are more than just accounting experts, we are educators, process managers, anxiety counselors and objective truth-sayers. This session will discuss how to deal with difficult clients, navigate challenging situations and successfully manage client expectations, all while responding to case needs and meeting deadlines.

Learning Objectives:

• Identify reasonable and appropriate responses in a variety of difficult client situations, and learn how and when to deliver them
• Analyze a variety of tips and tricks of how to successfully manage client expectations including topics such as communications, billing and payment, and timing of deliverables
• Distinguish the difference between managing difficult clients and the need to relieve a clients anxieties that are driven by a stressful situation