Navigating Challenging Client Moments with the ARC Method®

A practical workshop for staying steady, clear, and connected when conversations get tricky. Every client-facing professional encounters moments that feel uncomfortable: a mispronounced name, an unexpected comment, a cultural mismatch, or a situation where you're unsure how to respond. Most people freeze or say nothing—not because they don’t care, but because they don’t want to make things worse.

This workshop gives your team a simple framework (ARC) and practical tools to navigate those moments with confidence.

Participants learn how to:

• ask clarifying questions without sounding intrusive

• steady themselves when a conversation feels tense or unfamiliar

• acknowledge discomfort without escalating it

• repair quickly after small missteps

• respond effectively when clients go quiet, pull back, or say something unexpected

• build trust by connecting next steps to what they’ve heard