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The Art Of Self-Control In A Hostile Situation |
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Written by Robert Bacal
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Thursday, 26 February 2004 |
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You can't take control of a hostile situation unless you can control yourself. Review some tactics and strategies that may, or may not be new to you.
One of the most difficult parts of the defusing hostility process is maintaining control over oneself. After all, hostile clients often say things that are personally demeaning or insulting...........If you allow yourself to get angry, and convey that anger to the customer, the situation is more likely to get worse rather than better. Some useful tactics to employ follow, remember you need to find out what works for you:
- Identify your triggers
- Slow down your responses
- Take a time-out
- I'm better than that
- I'm not getting suckered
- I won't pay the price
- Put on their shoes
- Observing
- Preparing
- Humor
- Venting/not venting
This is an excerpt from the Defusing Hostile Customers Workbook. For more detailed help on defusing hostility, click here.
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