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SENSITIVITY IN CUSTOMER RELATIONS DEALING WITH DIFFICULT PEOPLE

SENSITIVITY IN CUSTOMER RELATIONS DEALING WITH DIFFICULT PEOPLE

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SENSITIVITY IN CUSTOMER RELATIONS

DEALING WITH DIFFICULT PEOPLE

SENSITIVITY

• CONSIDERATION IN TREATING EVERY PERSON WITH DIGNITY AND RESPECT

ANALOGOUS TO TAKING A TRIP

• 1. YOU MUST PREPARE

• 2. KNOW WHERE YOU WANT TO GO

• 3. LEARN NEW THINGS ALONG THE WAY

YOU MUST PREPARE

• Familiarize yourself with the emotional competence framework, from the book “Working With Emotional Intelligence’ by Daniel Goleman. Being aware of your personal & social competencies.

PERSONAL COMPETENCE (competencies)

• SELF-AWARENESS : knowing one’s internal states, preferences, resources,& intuitions

• SELF-REGULATION: managing one’s internal states, impulses, & resources

• MOTIVATION: emotional tendencies that guide or facilitate reaching goals

SOCIAL COMPETENCE (how we handle relationships)

• EMPATHY: awareness of other’s feelings, needs, & concerns

• SOCIAL SKILLS: adeptness at inducing desirable responses in others

SELF-AWARENESS

• EMOTIONAL AWARENESS: recognizing one’s emotions & their effects

• ACCURATE SELF-ASSESSMENT: knowing one’s strengths & limits

• SELF-CONFIDENCE: a strong sense of one’s self worth & capabilities

SELF-REGULATION

• SELF-CONTROL: keeping disruptive emotions & impulses in check

• TRUSTWORTHINESS: maintaining standards of honesty & integrity

• CONSCIENTIONESS: taking responsibility for personal performance

SELF-REGULATION (continued)

• ADAPTABILITY: flexibility in handling change

• INNOVATION: being comfortable with novel ideas, approaches, & new information

MOTIVATION

• ACHIEVEMENT DRIVE: striving to improve

• COMMITMENT: aligning with the goals of the organization

• INITIATIVE: readiness to act on opportunities

• OPTIMISM: persistence in pursuing goals despite obstacles & setbacks

EMPATHY

• UNDERSTANDING OTHERS• DEVELOPING OTHERS• SERVICE ORIENTATION• LEVERAGING DIVERSITY: cultivating

opportunities through different kinds of people

• POLITICAL AWARENESS: reading a group’s emotional currents & power relationships

SOCIAL SKILLS

• INFLUENCE• COMMUNICATION• CONFLICT MANAGEMENT• LEADERSHIP• CHANGE CATALYST• BUILDING BONDS• COLLABORATION & COOPERATION• TEAM CAPABILITIES

ATTITUDE IS KEY

• Your mental image that predisposes your behavior. Like a camera, you focus and see situations as either opportunities or failures. Your “mind’s eye” gives you the power to control the picture you want to live with. Keeping an open mind & being non-judgmental will help you focus on the good qualities that are found in people who are different.

FIRST STOP: DROP OFF EXCESSIVE BAGGAGE

• ATTITUDINAL BARRIERS: ways of thinking or feeling that result in some behavior that limits the potential of some other person.

• PREJUDICE- an irrational hostility directed against an individual, a group, a race or their supposed characteristics.

ATTITUDINAL BARRIERS ( continued)• IGNORANCE- lack of knowledge about the

meaning of certain cultural practices.• FEAR- anticipation of danger, unpleasantness

or harm.• INSENSITIVITY- lack of feeling or tact

concerning the needs of others.• BIGOTRY- superiority complex, intolerant

devotion to one’s own beliefs or opinions.• STEREOTYPING- a mental picture represents

an oversimplified opinion or judgment.

ATTITUDINAL BARRIERS (continued)• INSECURITY- unsure about one’s status,

behavior, worth, etc.• DISCOMFORT- mental or physical

uneasiness• CONDESCENSION- a patronizing attitude

of lowering oneself in rank or dignity when associating with another.

• INTOLERANCE- unwilling to grant or share social, political or professional rights with another.

WHAT BEHAVIORS FOLLOW ????• PREJUDICE• IGNORENCE• FEAR• INSENSITIVITY• BIGOTRY

• STEREOTYPING• INSECURITY• DISCOMFORT• Condescension• INTOLERANCE

ATTITUDINAL BARRIERS ????

• Where do they come from?

• How can attitudinal barriers limit the potential of people’s performance?

• How do attitudinal barriers affect your relationships?

PACK ONLY THE ESSENTIALS: Attitudinal Aids !!!

• Respect• Understanding• Sensitivity• Concern• Objectivity

• Trust• Patience• Acceptance• Recognition• Consideration

MAKING THE ADJUSTMENT: The list starts here, yours to finish:• 1. Evaluate your own perspectives,

opinions, relationships & behaviors. Determine where you could improve!

• 2. Recognize where poor attitudes come from.

• 3. Realize that no one is perfect, concentrate on your winners in talents & skills.

MAKING THE ADJUSTMENT (continued)

• 4. Recognize physical causes of some bad attitudes.

• 5. Vision positive outcomes & determine the beneficial results you desire.

• 6. Simplify your life, get rid of possessions or activities that complicate.

MAKING THE ADJUSTMENT (continued)

• 7. Use humor when appropriate to lighten certain situations.

• 8. Search for the win-win situation to develop trusting relationships.

• 9. Do it now & don’t procrastinate.

MAKING THE ADJUSTMENT (continued)

• 10. Be enthusiastic & build excitement in your people’s relationships.

• 11. Feel good about yourself, exercise & eat right.

• 12. Give your positive attitude to others. Don’t horde compliments, give them as gifts everyday.

ATTITUDE (Charles Swindoll)• The longer I live, the more I realize the impact

of attitude on life. Attitude is more important than facts. It is more important than the past, than successes, than what other people think or say or do. It is more important than appearance, giftedness or skill. It will make or break a company…a church…a home. The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change our past…we cannot change the way people act.

ATTITUDE (Charles Swindoll)• We cannot change the inevitable.

The only thing we can do is play on the only string we have, & that is our attitude. I am convinced that life is 10% what happens to me and 90% how I react to it. And so it is with you…we are in charge of our attitudes.

EMPLOYEE SELECTION: Personality Trait Testing

• DRAKE: 800-GO-DRAKE• http://www.drakeintl.com/us/

contact/index.aspx

• WONDERLIC: 888-397-8519• http://www.wonderlic.com/

SECOND STOP: Manage Your Words

• What you say and how you say it can have either a very positive effect upon those around you or a very devastating effect. YOU ARE IN CONTROL! Do you want your interactions to be MAGIC or Misery!

LISTENING TO THE SOUND OF YOUR VOICE• The tone of your voice you use

with others may mean the difference between:

• 1. Acceptable job success, and GREAT job success.

• 2. Adequate passenger relations, and QUALITY passenger relations.

THIRD STOP: Communication

• 1. Creating understanding.

• 2. Primary responsibility of the sender to make sure that the message is understood.

• 3. Be aware of non-verbal communication.

FOURTH STOP: Training!

• 1. Can someone be trained in sensitivity?

• 2. What are some examples?• 3. When transferring a skill, what

are some major components?• 4. What is competency training?

PUBLIC RELATIONS: The Customer in Public Relations

• Representing the company to your customers is what makes your job both challenging & rewarding. In your one to one contact with customers, the vague, impersonal company takes on shape & substance. In your hands is the power to make that contact magical & memorable.

WHO IS THE PUBLIC?

• Legislators• Prospective users• Current users• Mass media• Planners• Educators• Law enforcement

• Unions• Business

communities• Faith based• Parents• Elected officials• Private providers• Other?

HOW CAN WE INFLUENCE THE PUBLIC?

• Community Participation• Public Information• Equipment Condition• Schedules• Personnel Appearance• Quality Service Delivery

WHAT IS QUALITY SERVICE?• 1. RELIABILITY- The ability to provide what was

promised, dependably & accurately.• 2. RESPONSIVENESS- The willingness to help

customers promptly.• 3. ASSURANCE- The knowledge & courtesy you

show to customers, & your ability to convey trust, competence, & confidence.

• 4. EMPATHY- The degree of caring & individual attention you show customers.

• 5. TANGIBLES- The physical facilities & equipment, & personnel appearance.

DIFFICULT PEOPLE

• People are generally good but become difficult for many reasons. 1. Pain 2. Not feeling well 3. Under the influence 4. Mentally unstable 5. Confused 6.Tired/frustrated 7. Foreign 8. Prior treatment 9. In a hurry.

ATTEMPT TO IDENTIFY THE PERSON’S NEED• To feel welcome• Timely service• Orderly service• To be understood• To receive help or

assistance

• To feel important• To be appreciated• To be

remembered• For respect• To feel

comfortable

NEED? WHAT DO THEY REALLY WANT??

• Refer to the handout • CUSTOMER NEED• CUSTOMER MEANING

SOLVING THE CUSTOMER’S PROBLEM• 1. Listen• 2. Show understanding• 3. Repeat the problem• 4. Determine what the customer

expects• 5. Present solutions/alternatives• 6. Take action & follow through• 7. Double check for satisfaction

WHAT OTHERS HAVE DONE? ( handout #8 pp26-32)

• Mastering difficult situations• RTD Regional Transit District• Step-by- step guidelines• Strategies to maintain control of

conflict• People in conflict• Persuasive strategy

CONFLICT SITUATIONS ( handout# 9 pp 33-42)

• Your turn to be creative and have some fun in making lemonade out of a bunch of lemons!