How to Effectively Change a Client’s Emotion, by Matthew Coppola


Emotion has on a large effect on a person’s behaviour and by learning how to identify the clients feeling will help you provide a suitable solution. By changing the client’s emotion you may be able to help the client see your solution more clearly without the emotion that controls their behaviour.

E- Motion is contributed/created by motion

Several tips to help change or deal with emotion:

  • Change the client’s position- If they are sitting ask them to stand, or if they are standing ask them to take a seat. By changing the client’s body language the emotion will also change.
  • Ask the client several questions to lead them into a positive emotion. For example ‘sir I want to confirm your name is it john?” answer is “yes”. Several questions like this will help the client become more positive.
  • Use your volume to diffuse situations or anger. Slowly lower your voice.
  • Slow down your speech to help clients breathe and panic less.
  • Ask questions to help change what is on the clients mind.

Experience + MEANING= Feeling

Change the meaning of the situation for the client and the feeling they have towards it will change.

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Author: Matthew Coppola - Career Coach, Employment Specialist and Professional CV Writer

Holding a graduate degree in Commerce, majoring in Economics at Curtin University, as well as a post graduate certificate in Career Education and Development at RMIT University, Matthew brings with him many years of experience working in the fields of business development, marketing, soft-skills training and employment services industry. He has gained significant exposure in working with employers in sourcing staff as well as assisting jobseekers in promoting and marketing themselves to employers and securing sustainable employment outcomes. He is currently working in Disability Employment Services where he assists clients with mental health disabilities in finding and keeping satisfying and gainful employment and helping them overcome and work around barriers to employment. He has helped many job seekers secure employment by training and coaching them in the art of being interviewed and giving the interviewer a positive and lasting impression. He knows how to sell and market a job seeker to an employer and he imparts this knowledge to his clients in helping them sell and market themselves in an interview. Matthew regularly writes new articles on a variety of employment related topics and posts these to his personal website blog matthewcoppola.com

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