Has this ever happened to you? Someone is angry, and you need to help!
During one of my team synergy programs, an individual started yelling at me and said, “You are like all the other consultants who have attempted to help us. It all sounds so hopeful while consultants do the training and it is back to the same old negativity when consultants leave! This is a waste of time and money!” I had to fix this situation quickly because the other individuals were waiting for me to respond. I thanked the complainer for bringing up such an important issue and asked him to give me more detail. I also asked him if I could take notes to make sure I captured his important message. His tone of voice was calmer after he finished telling me how frustrated he felt. We were able to come up with valuable solutions to his complaints.
Hopefully you can relate to this case example. The techniques in this blog can help you with your own stress reduction and resolving your conflict and interpersonal issues. Watch your effective communication grow after putting these ideas into action.
How can you deal with unsatisfied clients in a calm and constructive manner to get a win-win? Remember these 6 tips:
- Let the callers tell their entire story
- Do not interrupt or they will get angrier
- Use the caller’s name
- Take notes to help you get the facts and look interested
- You need to hear the whole complaint to be able to turn the situation around
- Don’t take it personally!
Keep this handy – it really works!
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