Learning Objectives To gain an understanding of the benefits of active listening Practice conflict resolution based on real scenarios Learn from our most difficult customers Discuss effective methods of follow up ID: 627286
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Slide1
Dealing with
Difficult PeopleSlide2
Learning
Objectives
To gain an understanding of the benefits of
active listening
Practice conflict resolution based on real scenarios
Learn from our most difficult customers
Discuss effective methods of follow up
Learn how to avoid blaming co-workers
Discuss effective relationship building techniques
Devise an action plan for current challengesSlide3
Are you a Difficult Customer?
Have you ever
been
or
observed a difficult customer OUTSIDE of your work environment? Think about the situation. What happened? How was it handled? Did they actively listen to you or the customer? Did they communicate, resolve conflict, sympathize, resolve the problem, call in their boss, ignore it, follow up, etc...?Slide4
Active listening is a structured form of listening and responding that focuses the attention on the speaker.
What should the listener do to demonstrate
active listening?
No Barriers
Repeat
Sympathy-Thanks
Concentrate
Eye
Contact
Quiet Location
Active ListeningSlide5
Slow down and respond to conflict. You then exhibit a thoughtful, planned approach and exercise greater control.
Four Ways
to Respond to Conflict
Aggressively –“I win, you lose”
Passively – “You win, I lose”
Passive-Aggressively –“I will let you win this time, but I will get revenge” –
NEVER RECOMMENDED
Assertively –“We both win”
Respond…Don’t React to Conflict
Response Scenario ActivitySlide6
Your Most Difficult Customer!
Think about your most difficult customer thus far in your career in this industry.
How did you handle it?
What response did you use?Slide7
Methods of Follow-Up
Get their permission to follow up until a resolution is reached.
Stay in contact with your customer until you’re certain it is resolved to their satisfaction.
Ensure the issue is resolved and the customer is no longer unhappy.
Never assume the problem has been remedied until you hear it directly from your customer.
The last interaction they have with you should be a positive one.Slide8
Effective Methods for Follow-up?
Visit from Maintenance
eCard
eGift
Gift with follow-up
30/60/90 day follow-up
Handwritten note
Email
Phone call
Text
Personal VisitSlide9
Avoiding Blame with Co-workers
Blame is one of the biggest causes of conflict with co-workers.
Remember to use “I” statements not “You” statements.
Avoiding Blame ActivitySlide10
What are the key points to
effectively build relationships
with your peers?
Praise co-workers sincerely and be specific.
Earn trust of colleagues by being direct and honest.
Give credit where credit is due.
Keep your commitments and be dependable.
Building RelationshipsSlide11
Specific
Challenges and
Action Plan