Reach for this phrase in a tense conversation

Andrea Howe
Category : Weekly tips February 27, 2018

This post is part of our Weekly Tips series.

A colleague called to vent last week about her frustration with a client. Our discussion reminded me of a three-word phrase that I wish I remembered to use more often when I’m frustrated, annoyed, aggravated, etc.—in other words, when I’m triggered.

An alternative to the pretense of our conversations

Andrea Howe
Category : Weekly tips February 26, 2018

This post is part of our Weekly Tips series.


It’s been an unexpectedly challenging week, so I hope you don’t mind a reprise of a tip from November 2015—with a little extra added on. It’s funny with a poignant message about trust-building, which to me is a great combo.

Consider taking one minute and 23 seconds to (re)watch the skit called Honest Road Rage, produced by the sketch comedy troupe Collective Noun.

Hugging your client: yay or nay?

Andrea Howe
Category : Weekly tips February 12, 2018

This post is part of our Weekly Tips series.

Have you ever had an awkward moment greeting a client, where the unspoken question for both of you was, “Should we hug?” While this question might seem silly (or even unprofessional) on the surface, don’t bail on me just yet. I think it actually gets to the heart of some important trust-related issues. Over the years I’ve discovered four simple guidelines that help me sort out the right answer.

“Should we break up?”

Andrea Howe
Category : Weekly tips February 5, 2018

This post is part of our Weekly Tips series.

I was leading a working session for an account team the other week. A question came up that often does when consultants are struggling with a particularly challenging client: Does an aspiring trusted advisor ever walk away from a client relationship? I thought I had a pretty good answer. Then someone in the group chimed in with an even better one.


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