Why is That Difficult Client So Difficult?
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Maslow believed that people are motivated by unmet needs, starting at the bottom which have priority over the higher needs. Once the needs at one level are met, the person strives to satisfy the needs on the next level.
When in mediation it’s important to understand how these needs are affected. The more fundamental the need the greater the response to that need. If you’re hungry enough you’ll do anything to eat. If you don’t feel safe you might work very hard, or steal, to afford a safe place to live. If someone feels they’re not being understood, they may act difficult if they feel an unmet need to communicate.
What level is your client on? If the person’s basic needs are met (food, water, shelter) are they in fear for some reason? Having family problems or issues with a spouse? Does the person feel disrespected or feel that you haven’t fully communicated with him or her, leading to some misunderstanding?
To best represent a client generally, or in mediation or negotiation in particular, you need to understand your client. What are his or her goals? Are there unmet needs that are leading to this person being uncooperative or having unrealistic expectations?
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