Managing Sticky Situations at Work

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Sticky Situations with Clients 65Unfortunately, Chloe has never paid Brooks. They have hadeight sessions which, Chloe says, have been very valuable to her.Brooks billed her twice but has not received a single payment.APPLYING THE SAY IT JUST RIGHT MODELDECISION POINTSBrooks weighs the costs. Chloe has been a reliable client who hasmade great progress with her goals. He knows that he is helping her.Breaking the relationship feels wrong to Brooks. He recognizes, however,that he does not perform a charity service. Chloe agreed to thefees when she entered into service with Brooks. If he loses her as a client,he loses no income. He merely loses someone who consumes hisvaluable time.Brooks sets his limits. Brooks knows that Chloe has been workingon her debt and her finances. Her business is just starting to take off.Soon she will feel more robust. He decides that he will talk to her duringtheir next session. As a coach, he plans to help her work out a paymentschedule that will begin right away. If she cannot keep to theschedule, he will stop seeing her.Brooks looks at the power sources. At some point Brooks wants toconvert his therapy practice into a coaching practice. Chloe knowsmany people in the community and would be a good referral partner.If Brooks stops seeing her, she may react with anger and give his newcoaching practice a bad reputation. Brooks, however, doubts thatChloe will respond negatively. She admits she has a problem withfinances. He suspects that when he makes it clear that she must eitherpay him or terminate the coaching relationship, she will decide to dowhat it takes to continue coaching.PERSONALITY OVERLAYWe notice several things about Chloe’s personality. She is reliable,even-natured, and a compliant client about everything except payingher coach. These characteristics suggest a Sympathetic personality.An Expressive would worry too much about not being liked to bedelinquent on her bills. She’s clearly not a Technical, who would neverenter into a contract with someone she couldn’t pay. A Bold wouldhave negotiated for a lower fee at the outset.
66 Managing Sticky Situations at WorkSAY IT JUST RIGHT CONVERSATION‘‘Chloe, we have worked together now for two months and I’ve sentyou two invoices. I’m disappointed that you have not paid me for ourcoaching sessions,’’ Brooks says at the outset of the session. (Specifiesthe problem and joins feelings with fact.)‘‘I’m really sorry. You know how strapped I’ve been. I thought Icould pay you last time, but then I got that bill for the electricity whenthe tree hit the power line. That really threw me.’’‘‘I’m curious to know how valuable you believe our sessions are?’’(Invites Chloe to talk.)‘‘God, you’ve saved my life. You’ve really helped me set someimportant goals and reach them. I appreciate everything I’m learningabout myself from our sessions. I anticipate that next month I willfinally see a small profit in the business. And, I’ve reduced my debtby one-third since we’ve been working together.’’‘‘So, clearly you value what we’ve been doing. I am pleased that Icould help you achieve your financial goals. I remain distressed, however,that you have not kept your promise in our coaching agreement.What can you do to turn that around?’’ (Looks for resolution.)Chloe sighs and thinks. ‘‘I can put off paying off one vendor untilnext month. That way, I can pay you for part of the bill.’’‘‘What will you do to pay the rest of the bill?’’‘‘I will have the entire bill paid off by the end of next month.’’Brooks takes a breath. ‘‘By then we will have had three more sessions.What will you do to make sure you pay all subsequent bills ontime while we are working together?’’‘‘I’m sure that I’ll be able to pay regularly once the business picksup. This past year has been very tight. Finally, I can see some progressin everything, especially my debt reduction. If you can give me a couplemore weeks, I’m sure I can get it all paid.’’‘‘It has been a bad year for you. I know that. Starting a new businesstakes a lot of guts and courage. You’ve shown you have what it takes. Iapplaud you for your work and will gladly give you more time withinlimits.’’ He pauses.‘‘So, just to be clear,’’ Brooks continues. ‘‘You’re saying you’ll paypart of my bill now and the rest by the end of the month, right? Whenwill I see those results?’’‘‘As soon as we finish this session, I’ll make the first paymentonline.’’
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ContentsIllustrationsviiAcknowledgm
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AcknowledgmentsAs a disclaimer, all
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xiiIntroductionis the word that oft
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xivIntroduction4. You supervise a g
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Chapter 1The Say It Just Right (SIJ
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The Say It Just Right (SIJR) Model
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Chapter 8Sticky Romantic Situations
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Sticky Romantic Situations in the O
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Chapter 10Sticky Etiquette Situatio
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202 Appendix 14. True5. False6. Fal
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204 Appendix 1Strategic interviewer
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206 Appendix 2360 By Design®—Des
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IndexAdjourning Stage in groups, 10
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Index 211hot seat, 35-39How Good a
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Index 213Teenage Daughter Is Busted
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