Relationship white paper

Manage your mind

before you tackle
the challenge
Relationship white paper | Manage your mind before you tackle the challenge | p1

Manage your mind

before you tackle the challenge

Elisabeth Kübler-Ross’s Change Curve

T.S. Elliot once said,
Commitment
Denial
“If you aren't in over
your head, how do
Trial
you know how tall you Anger

are?” Surprise

Months into the pandemic and Depression

Negotiate Evaluate
with a general agreement that its
reverberations will be felt long after
any lockdown is lifted, we want
to offer some different ways of deal with change in their own their own pace, you and your
way, you will likely recognise this client may be at different
looking at the world in an attempt
potent range of emotions in your stages at any given moment.
to embolden you, inspire you, and
responses to the pandemic. Recognizing that possibility
help you to navigate this period of
will help inspire empathy when
constant flux and uncertainty. It
However, what makes the interacting with clients. Also be
may be a modern day cliché that
current situation so unique is the conscious of where you personally
while we can’t change the situation are on the curve at any one
combination of its gravity and its
we are in, we can change the way time and its likely effect on both
extreme fluidity. It’s not just a few
we respond to it, but it’s a cliché yourself and others. Be aware
of us dealing with seismic change,
for good reason. We hope what leaving the rest of us to rally round, of its likely impact on decision
follows helps you stand tall and, it’s all of us and the changes seem making. Finally, be patient, have
in so doing, helps you better craft without end. We are in the midst compassion and cut yourself (and
your client relationships. of a prolonged, ‘collective grief’ everyone else) some slack.
and given the far-ranging impact
1. Acknowledge the cycle of of the situation we find ourselves 2. Focus on the things you can
change in, we will in all likelihood be in change, not the things you can’t
multiple places on the change
Familiarising ourselves with the curves simultaneously as different In the current climate it’s very
change curve taken from Elisabeth challenges play out. Agencies and easy to feel powerless; a victim
Kubler-Ross’s research is a clients are no different. of an awful set of circumstances.
good place to start. This helpful Beyond making us feel stressed
framework sets out the emotions Where to focus in support of your out, the challenge with this way
we each go through as we process client relationships: of thinking is that it’s built on the
change; from surprise and denial unconscious belief that ‘what’s out
through anger and depression to Because everyone proceeds there has to change before I can’ –
commitment. While everyone will through the cycle of change at a fixed mindset not conducive to

© The Client Relationship Consultancy

 Relationship white paper | Manage your mind before you tackle the challenge | p2

seeing the opportunities that may Where to focus in support of your growth mindset and an attitude
offer a way through challenging client relationships: we could all deploy during
playing conditions. these challenging times. The
Covey argues that people concept of growth mindset
Steven Covey’s “Circle of who focus on what they can started in education with the
Influence” model can be a helpful control subsequently feel more belief that intelligence isn’t fixed
catalyst to reframe the way we empowered and less stressed. but can be developed through
see the situation we’re in, build They make an impact and their focus, effort and persistence. In
resilience, and focus on how we influence grows. So when you feel a growth mindset problems are
can make a positive impact. It yourself spinning out, or see it just solutions waiting to happen
starts by differentiating what’s in happening to someone else, take and setbacks are opportunities
our power to change, and what’s a deep breath and try and move for improvement, with resilience
not. your focus away from the Circle as the overriding spirit of
of Concern and instead onto your engagement.
Circle of Influence identifying the
things you can affect rather than A fixed mindset can breed a sense
Circle of Concern the infinite list of things you can’t. of powerlessness and little belief
List what's outside of
Make a plan and take control of that we can change or improve
your control?
the controllable: even small steps the situation we find ourselves in;
Circle of here can help to manage anxiety we shrug our shoulders and resign
Influence levels. Perhaps as important, help ourselves to its limitations and
What can I your client see the distinction. flaws. But in challenging times a
control/choose/ They are human, too, and may growth mindset is an undeniable
afffect? need help focusing on what can be asset. It allows us to believe that
done (Circle of Influence) and not we can challenge the status quo
on what can’t (Circle of Concern). and find a better way through; it
Steven Covey’s “Circle of Influence” model Then provide creative solutions requires effort and resilience, but
that maximize the influence on there is always something different
those things you and your client to try and other possibilities to
The “Circle of Concern” contains
can decidedly change for the seek out.
our thoughts about things
better.
outside of our immediate control;
We know agencies are famously
what if COVID 19 forces further
3. Adopt a growth mindset, good at exhibiting a growth
budget cuts? What if my job is
where problems are just solutions mindset when it comes to new
furloughed? Thoughts that we
waiting to happen business and we’re already
can obsess over, but ultimately
hearing anecdotes of the new
can have little effect on. By
Edwin Land, scientist and inventor ways of doing things that have
contrast the “Circle of Influence”
of Polaroid film and cameras, once been inspired by this crisis and
contains things that we can
said, “Any problem can be solved which agencies intend to embrace
more readily affect or influence;
using the materials in the room.” as standard going forward. Try to
my mindset, my attitude, my
Imagine that level of problem- be creative and tenacious about
response, people I can influence,
solving optimism. It’s evidence of a overcoming barriers and setbacks
how I choose to ‘see’ a problem.

© The Client Relationship Consultancy

Relationship white paper | Manage your mind before you tackle the challenge | p3

– how can you tackle these in Where to focus in support of your success? Using a growth mindset
a different way, how can you client relationships: to inspire the way you manage
think around the problem, what teams and lead clients can be
haven’t you tried, what have you As Winston Churchill said, never a powerful catalyst to shift the
learnt through trying so far, what waste a good crisis. To that point, energy from the passive space
have you seen work elsewhere? your clients will applaud your of ‘everything is so hard right
If necessity is the mother of agency if you and your teams now’ to the more active and
invention, it’s now time to consciously work to turn apparent productive territory of opportunity
welcome its offspring with open challenges into opportunities. Is and possibilities. Your clients will
arms. there a way to find a positive in a respect, and remember, your
negative? A way you can convert positive attitude during this mostly
today’s setback into tomorrow’s negative time.

Fixed-Relationship Mindset V Growth-Relationship Mindset

“ I can’t do this, I don’t know how.

“ What do I need to be able to do
this?

“ Well that didn’t work - I knew it

wouldn’t. “ What do we need to do differently
next time to get to a better outcome?

“ But this is how we’ve always

done things! “ How would we do this if we
were starting from scratch?

“ The client is panicking as usual,

this is a disaster. “ How can we support the client to
build confidence and courage?

“ Working in these conditions is

impossible. “ What do we need to change to be
able to work more effectively?

In summary, show your clients how tall you are

The way we choose to look at the situation we find ourselves in, our beliefs and our mindset have a
powerful impact on the way we behave and, subsequently, client relationships. How the agency is seen
handling themselves at this time will forever shape its perception in the client’s eyes. And the really good
news is it’s all largely within our control to change, no matter what uncertainty may be present in the
outside world. As the philosopher William James opined, “the greatest weapon against stress is our ability
to choose one thought over another.” Hopefully one or more of the thoughts shared here will help you or
your teams show your clients just how tall you are.

As always, if you’d like to discuss any of the approaches covered here then please do get in touch.

© The Client Relationship Consultancy