A client calls, and he sounds furious. Which of these is NOT an effective way to respond?

Question

Responses

validate his feelings

listen carefully

empathize with the problem

explain his mistakes

Answer 1

The response that is NOT an effective way to respond to an angry client is "explain his mistakes." This approach can escalate the situation further and may make the client feel dismissed or defensive, rather than acknowledged and understood. In contrast, validating feelings, listening carefully, and empathizing with the problem are all effective ways to de-escalate the situation and address the client's concerns.