Скачать или смотреть The Client Wasn’t Angry - You Just Didn’t Listen | Reflective Listening Practice

Client escalations rarely happen because of technical issues.
They happen when professionals listen to respond, not to understand.

This video is a guided listening practice designed for working professionals who handle client calls, project updates, and escalations.

Listening Practice Instructions:
Step 1: Listen once without pausing
Focus on the overall situation
Ask yourself: What is the client really concerned about?

Step 2: Listen again and note:
The main problem
Any time pressure or emotional cues
What the client expects next

Step 3: Answer these questions (pause and reflect):
What is the client’s primary concern?
Is the client angry, anxious, or frustrated? What tells you that?
What information does the client feel is missing?
Where does the communication start to break down?

Step 4: Practice reflective listening
Form one response that:
Acknowledges the concern
Summarises the issue
Avoids defensiveness
Example starter:
What I’m hearing is that you’re concerned about…

Step 5: Replay the video and check:
Did you miss any details the first time?
Did your response sound calm, professional, and client-focused?

What You'll Learn From This Practice:
✔ How to listen for intent, not just information
✔ How to identify hidden pressure in client conversations
✔ How reflective listening prevents escalations
✔ How project managers and technical teams can respond with confidence

This exercise is especially useful for:
Project Managers | Tech Leads | QA & Developers | Client-facing professionals | Global teams

Want to Master Client Communication?
If you want to:
• Handle difficult client calls with confidence
• Reduce escalations and rework
• Communicate clearly across cultures
• Build professional credibility with global clients

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