Dealing with Difficult Situations Becky Davis

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? The Players and Roles Your Challenge; Your Role Agenda

The Anatomy of Conflict

Who is the Most Important Person in 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 Time Effort Convenience Money Prestige Reputation Recognition

What makes situations and people dangerous? Emotion By definition: Emotion is illogical… and powerful

Reason With Emotion When 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 EMOTION

Fundamental Principle- You Can’t Reason with Emotion Reason Obstacle Negative Emotion Time Reason

Fundamental Principle You Cannot Reason With Emotion S. P. A. R Purpose of the S. P. A. R. Method Action/Statement that transitions the listener’s mind from an emotional state to one of reason

Fundamental Principle You Cannot Reason With Emotion S.P.A.R. S top (Disengage)

Fundamental Principle You Cannot Reason With Emotion S.P. A. R. S top (Disengage) P ause (Listen)

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

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

Fundamental Principle You Cannot Reason With Emotion S.P. A. R. Purpose of S. P. A. R. Action/Statement that transitions the listener’s mind from an emotional state to one of reason So, where do you go from here?

Interventions People need to know you care What do you say and do that show that you do? “I regret that that happened…” “That shouldn’t have happened…” “Let’s look at what we can do to help in this situation…” “I’m happy to help…” “I’ll 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 Conflict Individual [Student, Parent, Colleague …]

Players in Conflict Individual [Student, Parent, Lender, Colleague…] Situation [System]

Players in Conflict Individual [Student, Parent, Lender, Colleague…] Situation [System] College Contact [You]

Players in Conflict Situation [System Don’t blame your people for the problems your system creates. Every system is designed to get the results that it gets If you don’t like the results you are getting, what do you have to do?

Players in Conflict College Contact [You] What’s your role in the Conflict? Manage it. Manage the emotion; Yours first, then the listener’s What’s your role in the Solution? Manage it. Manage the expectation; Examine and improve the system

Questions Thank you!! Becky Davis Great Lakes Higher Education Corporration