One of the divisions of a large international law firm had many sophisticated clients from the banking and finance industries. These clients had stressful jobs that included long hours, significant travel, and tight deadlines with large sums of money at stake. Many of these clients were impatient, demanding, poor listeners, and quick to become angry and assess blame. As a result, they could often be very difficult for the attorneys to work with. The attorneys wanted to do the best job possible for their clients, but at times felt unfairly criticized or thought that their clients’ requests were unreasonable. However, in order to maintain good working relationships, they did not want to disagree with or criticize the clients. The department head believed that dealing with these clients was causing unnecessary stress for the lawyers in his department, and he was concerned that that stress was behind some recent attrition. He hired me to teach the lawyers some communication skills they could use to deal more effectively with their clients.