Staying Positive

This is easier said than done, most often.  First of all, when you deal with plaintiffs, what you're dealing with is a tremendous amount of PAIN.  The clients are not a pain, I know what you're thinking there.  No, they are IN pain, and quite a bit of it.  This can make even the nicest person...uh...TESTY.  Sometimes they are downright cranky.  You add the stress of litigation, and you're dealing with someone who is hurting physically and financially, and the last thing on their mind is being nice to you.

Most people deal with rudeness with more rudeness, and this is a formula for failure.  You've got to have a tougher skin that this. 

Some clients curse.  Some curse A LOT.  I curse right back.  I don't care what they say, as long as they aren't cursing ME out.  They can curse about the system, their lives, the case, and they can even call me in a drunken or medicated stupor, saying all kinds of crazy things.  I even find that funny.  They start calling ME names, and that's when the line has been crossed.  This never happens, though.  My coworkers can get all bent out of shape over an occasional f-bomb, though. 

Almost ALL clients complain.  They are hurting.  They have too much month and not enough money.  DELAYS DELAYS DELAYS.  Collection agents are calling.  Their homelife is falling apart.  Does it REALLY hurt you to commisserate and listen for a few minutes?  You can listen to their lives, and offer hope and the promise that you are working as hard as you can.  Be understanding.  Actually BE understanding.  Walk in that shoe for just a minute.  It's TOUGH having a broken leg, or a sprained back.  It's even tougher when someone ELSE does that to you.  Take a few minutes out of your day to listen, comfort, and console.  You'll be glad you did.

The clients with mental illness hold a special place in my heart.  These poor souls have enough to deal with, and then you throw this in the mix, and you've got a recipe for misery.  Most of the folks in my office REALLY loathe the neurotic.  I don't mind at all.  I have a gift with them.  First, you've got to LISTEN.  LISTEN to them.  Understand that they are ill.  Mental illness IS a real illness, and sometimes it's harder on them when they KNOW they are ill, but have a hard time choosing to make better choices.  They require SPECIAL care.  Someone who is panicky needs a softer touch for bad news.  Someone who is bipolar has a harder time calling you when they are feeling low.  I jokingly say that I join then in their insanity, but that's partially true.  I try to find a common bond.  I've been panicked.  I've felt like I should have stayed in bed.  Sometimes I really could kill someone...ha ha.  Just kidding.

The other thing you have to do is know when to drop the pretense of that professional persona.  Yeah, we all do it, we all assume the "voice."  However, if you're talking to a client who is from the hood, or the park, and YOU'VE BEEN THERE, TOO, you'll know when it's okay to let them hear that in your manner of speech. 

I am one of those people who have friends who have been to jail, and friends who throw folks IN jail.  I have junkie friends, and doctor friends.  People never cease to amaze me.  If you understand that we're all in the same mess together, your client will KNOW that, and the trust will begin.  I have one who is in jail right now, and after talking to him for a bit, he started talking about his charged, and I commisserated him on the bum deal he was getting (and it kinda IS), and after that, he was more animated and lively with me.  He talked a lot, and trusted more.  What that does is help ME be more positive, since each phone call becomes more fun, and less work.

The other thing I advise is avoiding office politics and gossip LIKE THE PLAGUE.  All that is for you is a life and soul-stealing trap.  It may even affect your work and your advancement potential. 

Other than that, if you can do nothing ELSE to stay positive, then be grateful that YOU were not injured, and had to rely on your skeevy coworkers to help YOU.