Click here to load reader

Dealing with Difficult Situations

  • View
    61

  • Download
    0

Embed Size (px)

DESCRIPTION

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? - PowerPoint PPT Presentation

Text of Dealing with Difficult Situations

Slide 1

Dealing with Difficult SituationsBecky DavisEstablishing the ContextSituations in a Customer Service SettingInternal/ExternalCommon Complaints & Negative BehaviorsIdentifying Fundamental PrinciplesThe Anatomy of ConflictWhy is there conflict; What makes it dangerous?The Players and RolesYour Challenge; Your RoleAgendaThe Anatomy of ConflictWho 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?So Why is there conflict? Competing Objectives TimeEffortConvenienceMoney

PrestigeReputationRecognitionWhat makes situations and people dangerous?EmotionBy definition: Emotion is illogical and powerful Reason With EmotionWhen 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

Fundamental Principle

You Cannot Reason With EMOTIONFundamental Principle- You Cant Reason with EmotionReasonObstacleNegative EmotionTimeReason

Fundamental Principle You Cannot Reason With Emotion

S. P. A. RPurpose of the S. P. A. R. Method

Action/Statement that transitions the listeners mind from an emotional state to one of reason

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

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

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

Fundamental Principle You Cannot Reason With EmotionP. A. R.

Purpose of S. P. A. R.

Action/Statement that transitions the listeners mind from an emotional state to one of reason

So, where do you go from here?

InterventionsPeople need to know you careWhat do you say and do that show that you do?

I regret that that happened

That shouldnt have happened

Lets look at what we can do to help in this situation

Im happy to help

Ill get back to you

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.

Players in ConflictIndividual [Student, Parent, Colleague ]Players in ConflictIndividual [Student, Parent, Lender, Colleague]Situation [System]

Players in ConflictIndividual [Student, Parent, Lender, Colleague]Situation [System]College Contact [You]

Players in Conflict Situation [System Dont blame your people for the problems your system creates.

Every system is designed to get the results that it gets If you dont like the results you are getting, what do you have to do?

Players in ConflictCollege Contact [You]Whats your role in the Conflict? Manage it. Manage the emotion; Yours first, then the listeners

Whats your role in the Solution? Manage it. Manage the expectation; Examine and improve the system

Questions Thank you!!

Becky DavisGreat Lakes Higher Education Corporration

Search related