Dealing with Difficult Members Cortney Seaton Training Coordinator Bayer HFCU

Different Personalities

Irate Listen with Respect Do not Antagonize Use Questions to Calm and Clarify Do not Patronize Stay Calm Do not take it Personally Realize that some people are hostile Only Refer to a Supervisor if necessary

Talkative Be Polite Be Firm Do not Chit Chat Explain time Constraints Use Closed-Ended Questions

Confused Be Patient Listen Avoid Jargon Break it Down Ask Questions to test Response Watch Body Language Summarize, Test, Summarize, Test

“I must say NO!” Use supporting Documentation Explain the Benefits Offer alternative Solutions/Options Don’t be Swayed Use Common Sense Be Discreet Avoid “Jargon” words

Disabled Relax Focus on the person on the inside Ask Questions Do not Patronize Seek Help if Necessary

Kids Be Patient Ask Parent before giving anything to the Child Point out any Safety concerns

In all situations… Listen Be patient Ask questions Be polite Seek help when necessary

Mistakes I didn’t do it…guess I’ll let someone else fix it. Oh no! I made a mistake. Maybe the member won’t notice??? Grrr…I’m not helping because I didn’t do it. I don’t care if the member has to wait. I’m not doing it.

What happens when there is a mistake??? You Respond to the Member Acknowledge the error Apologize for the situation Take responsibility Don’t become defensive Fix it and move on Follow up Make sure to say thank you

When an error occurs… Listen Ignoring Pretending Selective Listening Attentive Listening Empathic Listening

Seek First to Understand; Then to be Understood

A Transformational Opportunity Understand the real issue Ask questions to find facts Learn to decipher the real issue Restate and reassure them we will take care of it Investigate Determine options to the solution Take care of it-even if it is not your job Do your best to get an answer Follow through

Difficult behavior can often be overcome simply by being nice, providing good service, and responding quickly.