When the Customer Isn’t Right: A Workshop in Handling Conflicts When Clients Behave Unethically
http://www.stc.org/confproceed/1996/PDFs/PG60.PDF

Allen, Lori A. and Dean Graves
STC Proceedings
1996

Abstract:

As consultants and freelancers, we try to adhere to the theory that our clients are always right. However, clients are sometimes dead wrong. Most of us at one time or another face situations in which clients ask us to behave unethically or treat us unethically. How do we handle such situations and maintain good client relations? This workshop explores the use of a value analysis model in resolving ethical dilemmas, using representative case studies.