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 Personin 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?

EmotionBy 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. RPurpose 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. Stop (Disengage)

Fundamental Principle You Cannot Reason With Emotion

S. P. A. R.

Stop (Disengage)

Pause (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?

InterventionsPeople 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 DavisGreat Lakes Higher Education Corporration