What to Say When a Client Talks Over Your Colleague—Every. Single. Time.
You’re on a client call, and it’s happening again. Your colleague is sharing an update—smart, clear, thoughtful—and halfway through her sentence, the client cuts in.
She lets it go.
You wince.
It happens again. And again.
This client isn’t yelling. They’re not name-calling. But they’re dominating the conversation—and your colleague is slowly shrinking.
If you’re like many people you’ve worked too hard to let something like this slide. But you also know this is a nuanced moment. You don’t want to shame the client. You don’t want to make it a thing.
But it is a thing. And your leadership matters here.
This is where the ARC Method® helps you take action with calm clarity.
Step 1: Ask – Interrupt the Pattern, Gently
Your goal is to break the cycle, not cause a confrontation. The Ask step here is about noticing out loud, with a nudge of curiosity.
Try this in the moment:
“Can we pause for a sec? I want to make sure we hear the rest of what Jasmine was saying.”
Or:
“Let’s circle back—Jasmine, you were about to make a great point.”
It’s not a call-out. It’s a call-back. You’re redirecting the room without blaming anyone.
This step alone can shift dynamics dramatically.
Step 2: Respect – Acknowledge Without Escalating
Respect here often means saying very little. No scolding. No side-eyes. Just modeling.
Let your teammate speak. Don’t explain for her. Don’t jump in to rescue. Give her the floor—and protect that space.
If the client looks uncomfortable, that’s okay. You’re showing what inclusion looks like. It doesn’t need commentary. It just needs consistency.
If needed, a short line helps:
“Appreciate the energy—we just want to make sure all voices are heard.”
That’s it. Then move forward.
Step 3: Connect – Reaffirm Your Standards and Team Culture
Later, you can close the loop with the client—especially if it’s a pattern.
“We’ve found that our team brings their best when everyone has space to contribute. Thanks for helping us keep that rhythm.”
Or if it’s a deeper relationship:
“Quick flag—Jasmine’s voice wasn’t getting through today. I know it wasn’t intentional, but I’d love your help making sure everyone gets airtime.”
You’re not delivering a reprimand. You’re reinforcing expectations. That’s what builds long-term trust—internally and externally.
What This Looks Like in Practice
Client: “Let’s just move on. I think I know where this is going—"
You: “Hold on—I want to make sure we finish Jasmine’s thought. Jasmine?”
She continues. You nod. You move forward.
Later, you say privately to her:
“I saw that, and I’ve got your back. You handled it with grace.”
You’ve now advocated in real time, upheld psychological safety, and signaled your values.
That’s high-integrity leadership.
Why This Matters
When clients interrupt repeatedly—especially when it’s patterned toward women, younger professionals, or team members from historically excluded groups—it chips away at confidence, credibility, and culture.
And your team is watching. How you respond in these moments either reinforces their value or erodes it.
You don’t need to be loud to be powerful. You need to be present.
ARC gives you a framework that’s calm, courageous, and consistent.
Try This
Before your next call, prep one redirect phrase: “Let’s hear [name] finish that thought.”
Notice who gets interrupted most often—and how you can balance the room.
Normalize this behavior by modeling it every time—not just when it’s egregious.
You’re not correcting the client. You’re protecting the culture. And that’s what real leadership looks like.