Main Menu

Home  Administrator  Contact Us  Free Previews, Tools & Products  The Management World Library  -------New For 2007-----  Leadership Development Resource Center  Core Management Skills Tutorials  Eliminating The Most Common Managerial Mistakes  -------- Get Help With... --------  Communication Skills  Articles  Hints & Tips  Communication Tools  Conflict Management  Articles  Hints & Tips  Conflict Tools  Customer Service  Articles  Hints & Tips  Customer Service Tools  Jobs & Careers  Articles  Hints & Tips  Job/Career Tools  Performance Management & Appraisal  Articles  Hints & Tips  Performance Tools  Managing Change & Downsizing  Articles  Managing & Supervising  Articles  Management Tools  Strategic Planning  Articles  Hints & Tips  Planning Tools  Teams & Team-Building  Articles  Team Tools  Training & Learning  Articles  Training & Development Tools  Unclassified Articles

Search This Site
Web workhelp.org

What's New On Workhelp.org

Defusing Tactic # 27: Allow Venting

Written by Robert Bacal
Learn how to apply Tactic # 27 – Allow Venting - in order to gain and maintain control over hostile interactions. Sometimes a person needs to let off a little steam before they can "get down to business".  Rather than going head-to-head with the customer, it makes sense to allow the customer some time to vent his or her frustration, and to tire themselves out.  When they start to wind down, you use acknowledgment techniques to prove that you are paying attention, then refocus and problem-solve as the person begins to calm down. This is an excerpt from the Defusing Hostile Customers Workbook.  For more detailed help on defusing customer hostility, click here.