Here at Pinsent Masons, we often have to work with very difficult clients. What would be your steps toward effectively working with a difficult client?

"Throughout my career to this point, I've worked with many clients that were experiencing a very difficult time and this has often translated into them being angry or sad. In these times, my ability to keep a level head and to be able to empathize with them is key to helping them get more centered in the moment. I hear them out and reflect back their feelings to show them that I care about their situation and understand what they are going through. When this sinks in with them, they are able to move forward from their feelings and start talking about the fine details of their situation."