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A Master Strategy Of The Defusing Process |
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Written by Robert Bacal
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Thursday, 26 February 2004 |
The CARP system is a way to remind yourself about the four major pieces of defusing hostility. Learn more about what we call an umbrella strategy.
- Control - The key in reasserting control is to behave in ways that send the subtle submessage "your techniques (attempts to cause you to become defensive, angry, or off-balance) are not going to work on me".
- Acknowledge - It is important that the angry person see that you understand his/her emotional state and the situation. Two major techniques to apply here are empathy and active listening.
- Refocus - Refocusing involves making the transition from dealing with the emotions to dealing with the actual problem.
- Problem-Solve - Problem-solving involves actions like getting and giving information, suggesting possibilities and appearing helpful, offering choices......... and following through.
This is an excerpt from the Defusing Hostile Customers Workbook. For more detailed help on defusing hostility, click here. |
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