Not every conversation is easy. Here's how to handle the tough ones professionally and effectively.
Delivering Bad News
Structure
- Prepare them: "I have some difficult news to share"
- Deliver clearly: State the facts simply
- Explain impact: What this means for their case
- Provide path forward: Next steps and options
I need to share some disappointing news. The insurance company has denied liability, claiming [reason]. This doesn't end your case - it means we'll need to [next steps]. I know this is frustrating, but we have options.
Managing Unrealistic Expectations
I understand you're hoping for $[amount], and I wish I could promise that. Based on similar cases, a realistic range is $[X-Y]. I'll fight for every dollar, but I want to be honest about what's achievable.
When Clients Are Frustrated
Acknowledge, don't defend:
I hear your frustration, and it's completely valid. This process takes longer than anyone wants. Let me explain where we are and what I'm doing to move things forward: [specific actions].
Settlement Pressure
I understand the bills are piling up and you need resolution. My job is to get you the best outcome, not the fastest. Settling now for $[low offer] could cost you $[difference] in the long run. Let's discuss your options.
When You Made a Mistake
Own it immediately:
I need to apologize - I missed [specific issue]. I've already [corrective action]. This won't affect your case outcome because [reason]. I take full responsibility.
Key Principles
- Always be honest, even when it's hard
- Acknowledge emotions before explaining logic
- Focus on what you CAN do, not limitations
- Follow difficult conversations with a summary message