Managing Sticky Situations at Work

Sticky Situations with Clients 69verbally abusive to Donna. Dr. Nash decides that the Lanes’s businessis not worth it to his clinic. The clinic has developed a good, loyal clienteleover the years. Dr. Nash suspects that even if Mr. Lane badmouthshis clinic, it will not dissuade others from coming because heknows he’s a good veterinarian.Dr. Nash sets his limits. If clients are dissatisfied with the care ananimal gets or with the charges the clinic imposes, the client must talkdirectly to Dr. Nash. He will not work with clients who scream at hisfront desk staff or any of his techs.Dr. Nash determines the power sources. Becausehefeelsconfidentthat his business will not suffer if he loses the Lanes as clients,Dr. Nash sees himself in the seat of power. Even though Mr. Lane isthe kind of person who will go out of his way to spread negative informationabout his clinic, Dr. Nash trusts that people will recognize Mr.Lane for what he is.PERSONALITY OVERLAYWecanseefromMr.Lane’sbehaviorthatheisaDifficultPerson.He appears to be difficult with everyone, not just a single person. Wealso predict that he is not a Sympathetic, who tends to listen and showcompassion. In all likelihood Mr. Lane is not an Expressive becauseExpressives like for other people to like them. That does not mean thatExpressives do not lose their tempers, but they tend to do so infrequently.We suspect, therefore, that Mr. Lane could be a Bold or aTechnical personality. Bolds are quick to jump to anger and tend notto listen well. Technicals are overly cautious and sometimes believethat others are looking for ways to ‘‘rip them off.’’Realizing that Mr. Lane is either a Bold or a Technical, Dr. Nash canconstruct the SIJR Conversation. To compensate for the Bold, he willneed to set his limits but without embarrassing Mr. Lane for behavingas he did. The Technical in Mr. Lane will want to understand logicallythe need for the tests and how Dr. Nash arrived at the charges.SAY IT JUST RIGHT CONVERSATIONDr. Nash decides to conduct the conversation by telephone. Hereaches Mr. Lane at home the evening after the incident.‘‘Hello, Mr. Lane. This is Dr. Nash. How is Muffin doing?’’‘‘He’s fine. My wife tells me he’s eating well and taking his pills.’’