Cover -- Title Page -- Copyright Page -- Contents -- Preface -- Acknowledgments -- About the Author -- Introduction -- Part One Why Address Client Emotions? -- Chapter 1 Encountering Client Emotions -- Every Client Has a Story -- Rollercoaster -- End Notes -- Chapter 2 Choose to Address Client Emotions -- Expect Client Emotions -- Address Client Emotions -- Chapter 3 Complicating Factors -- The CSI Effect -- Family and "Like Family" Relationships -- Other Outside Influences - Also Known as "Friends" -- Drawing a Line in the Sand -- Part Two What Emotions Will Be Encountered? -- Chapter 4 Identifying Client Emotions: Emotions You Will Encounter -- Emotions You Will Encounter -- Nervousness -- Crying -- Anger and Hostility -- Expect Swearing -- Swearing Can Lead to Hostility -- Chapter 5 Identifying Client Emotions: Disbelief, Betrayal, Resentment, and Excitement -- Disbelief, Betrayal, Resentment, and Excitement -- Disbelief and Betrayal -- Resentment -- Excitement -- Everyone Has a Story -- Chapter 6 Identifying Client Emotions: Indifference, Depression, and Despair -- Indifference, Depression, and Despair -- Depression -- Despair -- Intoxication -- Safeguarding Your Case -- End Notes -- Chapter 7 Suicide -- Coffee-Shop Meeting -- Homicide -- Chapter 8 Stages of Grief and Magical Thinking -- Stages of Grief -- Magical Thinking -- Rationalization -- End Notes -- Part Three Client Emotions: Strategies Toward Success -- Chapter 9 Preparing for Client Emotions -- Develop Your Own Approach -- Set Client Expectations -- Establish Ground Rules -- Ensure Your Safety -- Keep Clients Informed -- Be Wary of Your Cell Phone: Set Boundaries (and Expect Them to Be Crossed) -- The Longest Texts You Will Ever Receive -- Look for Opportunities for Catharsis -- Chapter 10 Managing Client Emotions -- Take an Interest in Your Client's Case.

Be Passionate and Genuine -- Practice What You Preach -- Don't Get Attached and Don't Get Pulled In -- Don't Let Them Make You Feel Bad -- Taking a Personal Interest versus Taking a Case Personally -- Unexpected Emotions -- Empathy versus Sympathy -- Chapter 11 Reacting to Client Emotions -- Take Their Call (and They Will Call, and Call, and Call) -- Respond to Emails, Even When They're Lengthy -- Let the Client Vent -- Recognize That Client Emotions Are Not About You -- Remind the Client to Breathe -- Set a Time for Clients to Listen -- Relax, Clear Your Mind, Decide What to Do, and Breathe . . . -- Write It All Down -- Focus Clients: Keep Their Eyes on the Prize -- Remind Clients to Continue Living Their Lives -- Chapter 12 Final Thoughts -- Index -- EULA.