1 / 24

Dealing with Difficult Situations

Dealing with Difficult Situations. Becky Davis. Agenda. Establishing the Context Situations in a Customer Service Setting Internal/External Common Complaints & Negative Behaviors Identifying Fundamental Principles The Anatomy of Conflict Why is there conflict; What makes it dangerous?

bryant
Download Presentation

Dealing with Difficult Situations

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Dealing with Difficult Situations Becky Davis

  2. Agenda • Establishing the Context • Situations in a Customer Service Setting • Internal/External • Common Complaints & Negative Behaviors • Identifying Fundamental Principles • The Anatomy of Conflict • Why is there conflict; What makes it dangerous? • The Players and Roles • Your Challenge; Your Role

  3. The Anatomy of Conflict

  4. Who is the Most Important Personin the World? Demands of a Listener • I am important and want to be respected. • Consider my viewpoint. • Will your idea help me get what I want?

  5. So… Why is there conflict? Competing Objectives • Time • Effort • Convenience • Money • Prestige • Reputation • Recognition

  6. What makes situations and people dangerous? Emotion By definition: Emotion is illogical… and powerful

  7. Reason With Emotion When it comes to Customer Service: • Demanding • Part of a society that is better educated • Part of the “instant culture” • Part of the “me-oriented culture” • Part of the highly competitive business/educational/social environment

  8. Fundamental Principle You Cannot Reason With EMOTION

  9. Fundamental Principle- You Can’t Reason with Emotion • Reason • Obstacle • Negative Emotion • Time • Reason

  10. Fundamental Principle You Cannot Reason With EmotionS. P. A. R Purpose of the S. P. A. R. Method Action/Statement that transitions the listener’s mind from an emotional state to one of reason

  11. Fundamental Principle You Cannot Reason With Emotion S.P.A.R . Stop (Disengage)

  12. Fundamental Principle You Cannot Reason With Emotion P. A. R. Stop (Disengage) Pause (Listen)

  13. Fundamental Principle You Cannot Reason With Emotion S. P. A. R. Stop (Disengage) Pause (Listen) Assure (Repeat)

  14. Fundamental Principle You Cannot Reason With Emotion P. A. R. Stop (Disengage) Pause (Listen) Assure (Repeat) Reassure (Expound)

  15. Fundamental Principle You Cannot Reason With Emotion P. A. R. Purpose of S. P. A. R. Action/Statement that transitions the listener’s mind from an emotional state to one of reason So, where do you go from here?

  16. InterventionsPeople need to know you careWhat do you say and do that show that you do? “I regret that that happened…” “That shouldn’t have happened…” “Let’s look at what we can do to help in this situation…” “I’m happy to help…” “I’ll get back to you…”

  17. Reason and Emotion Show Patience And Respect People need to know you care Your ability to persuade your listener to willingly accept your ideas, recommendation, or action is directly related to… their perception of your willingness to help them solve their problem.

  18. Players in Conflict • Individual [Student, Parent, Colleague …]

  19. Players in Conflict • Individual [Student, Parent, Lender, Colleague…] • Situation [System]

  20. Players in Conflict • Individual [Student, Parent, Lender, Colleague…] • Situation [System] • College Contact [You]

  21. Players in Conflict Situation [System Don’t blame your people for the problems your system creates. • Every system is designed to get the results that it gets • If you don’t like the results you are getting, what do you have to do?

  22. Players in Conflict College Contact [You] What’s your role in the Conflict? Manage it. Manage the emotion; Yours first, then the listener’s What’s your role in the Solution? Manage it. Manage the expectation; Examine and improve the system

  23. Questions Thank you!! Becky Davis Great Lakes Higher Education Corporration

More Related