CONCERN RESOLUTIONSOFT SKILLS SERIES

Anthony ElganCorporate Trainer

• Concern Resolution Skills1

• Words and Behaviors2

• Suggestions3

Today’s Overview

CONCERN RESOLUTION SKILLS

Concern Resolution Skills

• Identify the Problem

• Learn Policies and Reasons

• Difference Between Emotion and Empathy

• What We Can Do

• Language

Identify The Problem

• The problem usually lies in one of these areas:– Person

• Perhaps someone they talked to was insensitive to their issue.

– Process• Perhaps the process of resolving the situation is the problem

and not the actual problem which prompts the call.– Tool

• Perhaps they are more frustrated that they can’t locate the policies on the website and less concerned about the policies themselves.

– Policy• Perhaps they just don’t understand the reason why they

can’t do something particular.

Learn Polices & Reasons

• Rules and policies are easier to accept when you understand the reason for them.

• Use your resources and always cite your reference when possible.

Difference Between Emotion and Empathy

• Empathy is a balanced curiosity leading to a deeper understanding of another human being; stated another way, empathy is the capacity to understand another person's experience from within that person's frame of reference.

• There needs to be balance. Apologize when it is our fault, but it isn’t always necessary to apologize in order to express empathy.

What We Can Do

• Clients don’t want to hear what a company can’t do. Focus on the positive and let them know what their options are.

• “Can-do” statements should blend with demonstrating that we understand their concern. Example: “I understand that you are frustrated that your product/service wasn’t as expected, so what I can do is have someone get in touch with you and we can work out a solution together.”

Language- Words and Phrases to Avoid(The Dirty Dozen)

Negative Example Positive Example

I don’t know. Let me find out.

You shouldn’t… You should be…

What’s the problem? How can I help you?

I can’t ship until… I can ship this on…

But… Don’t say ‘But’. What are the first alternatives that come to mind?

Sorry for keeping you waiting. Thank you for holding.

I’m afraid you’ll have to fill out some forms and send them in.

Please can you fill out these forms and send them to us?

Negative Example Positive Example

I’m not sure/ I don’t know/ let me ask someone

Let me check my resources…

Can’t What we can do is…

Never/Always At this time we…

You need to… What I would suggest is…

It’s not our responsibility/ problem/ concern

I’d be glad to take down any information you have about this so that we can look into it further

Language- Words and Phrases to Avoid(The Dirty Dozen)

Behaviors to Avoid– Raising your voice– Giving no choice about how to proceed– Patronizing– Vagueness– Inconsistency/contradictions– Overbearing in your advice– Assuming a person can’t do things for themselves

because of whatever reason– Exasperated sighing– Confusing jargon

Elements of Concern Resolution• Use questions to help the person focus

– Open-ended questions (who, what, why, when, where, how questions)

• Allows people to talk more freely – Close-ended questions (yes or no questions)

• May help clarify the issue when someone isn’t explaining things well enough

• Helps focus the person who is very upset or talking too much • Are easier for an anxious person to mentally process

• Come to an agreement on something – Establishing a point of agreement will help solidify your relationship

and help gain their trust – Positive language has more influence than negative language – Active listening will assist you in finding a point of agreement

• Speak to the person with respect– This is communicated with:

• Words • Non-verbal behavior (tone and actions)

• Use “I” statements– “I understand what you are saying…”– “I will do what I can to help you…”– “I know how you must feel…”

Elements of Concern Resolution (cont.)

QUESTIONS?