Thanks to Tom Borg for his great ideas. You can reach Tom at www.TomBorgConsulting.com
Next time you find yourself listening to a complaint, remember these 4 R’s:
Respect, Rapport, Relate, Resolve
These tips will help you with stress reduction during those tough times with customers. It will also resolve conflict and interpersonal issues.
- Respect- “I care.”
Actively listen
Use their name - Rapport -“I am on your side.”
Remove fear
Create trust
Apologize and give them results - Relate – “I understand your problem.”
Thank them for bringing it to your attention - Resolve – “I will find an answer.”
Take action
Follow up
You can use this tip during your training on assertive communication as a listening skills exercise.
Was this helpful? Let us hear from you – share your thoughts in the comment section below.
Feel free to share these tips with your team – Just be sure to give Tom Borg credit when you share or publish.
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wendy edelman says
I have heard Joyce give this technique before and tried it even when dealing with coworkers. It stops me from being defensive and helps me focus on any issues. This is obviuosly good for both internal and external customers.
Joyce Weiss says
Wendy, this is music to my ears. I’m thrilled that this technique helps you. I look forward to hearing from you again
Ahmed A. Al-Hujazi says
I usually do most of the things mentioned, and if possible, I offer the person options, including asking them if they have any ideas. “If you have an alternative you believe will work best, then please tell me.” Most of the time they don’t even have a clue, they’re just angry and want to vent. The best way I’ve found to deflate an angry person is to listen and sympathize, or agree, with them.
Joyce Weiss says
Great tips, Ahmed. Looking forward to hearing from you again.
Linda Marx says
I have actually just used this advise when one of my employees came in with a problem. I really helped me put her at ease so she did not feel on the defense, and we got to the root of the matter. Thanks for this great advise! Linda Marx
Joyce Weiss says
Thanks Linda. Glad to hear that you are successful with this effective communication tool. Please feel free to respond to me anytime with questions and comments in future posts.
Laura Good says
I have had the pleaure of working with Joyce through a couple of training sessions with our management team. Her help in focusing verbal strategy in combating communication issues has served me well throughout my career. I use the techniques she introduced to me almost on a daily basis working with employees and in my personal life as well.
Joyce Weiss says
Thanks for such great feedback Laura! I look forward to working with you again one of these days!