How to handle conflicts between clients and team members?

Due to power imbalance, it’s possible the client is NOT as affected by the conflict as the team. Protect the team with 3 strategies:

1. We’ve all heard “The customer is always right”; the full quote ends with “until it’s plain beyond all question he’s not.” Ask the client how you can make things right. Their response shows if they’re into having a power trip or acting in good faith.
2. Don’t try to mediate until you’ve talked to the client and heard the team vent. Mediation assumes all are open to reach an agreement. So you must understand their respective state of mind, especially amidst the power imbalance.
3. The client is “the boss” but the team gets the work done. Clarify the consequences of continuing conflict and set boundaries with all involved. Project success heals (most) wounds!

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