1. Dealing with Difficult People

2. Learning Objectives
To gain an understanding of the benefits of active listening
Practice conflict resolution based on real scenarios
Learn from our most difficult customers
Discuss effective methods of follow up
Learn how to avoid blaming co-workers
Discuss effective relationship building techniques
Devise an action plan for current challenges

3. Are you a Difficult Customer?
Have you ever been or observed a difficult customer OUTSIDE of your work environment? Think about the situation. What happened? How was it handled? Did they actively listen to you or the customer? Did they communicate, resolve conflict, sympathize, resolve the problem, call in their boss, ignore it, follow up, etc...?

4. Active Listening
Active listening is a structured form of listening and responding that focuses the attention on the speaker.
What should the listener do to demonstrate active listening?
Concentrate
Eye Contact
Quiet Location
No Barriers
Repeat
Sympathy-Thanks

5. Respond…Don’t React to Conflict
Slow down and respond to conflict. You then exhibit a thoughtful, planned approach and exercise greater control.
Four Ways to Respond to Conflict
Aggressively –“I win, you lose”
Passively – “You win, I lose”
Passive-Aggressively –“I will let you win this time, but I will get revenge” – NEVER RECOMMENDED
Assertively –“We both win”
Response Scenario Activity

6. Your Most Difficult Customer!
Think about your most difficult customer thus far in your career in this industry.
How did you handle it?
What response did you use?

7. Methods of Follow-Up
Get their permission to follow up until a resolution is reached.
Stay in contact with your customer until you’re certain it is resolved to their satisfaction.
Ensure the issue is resolved and the customer is no longer unhappy.
Never assume the problem has been remedied until you hear it directly from your customer.
The last interaction they have with you should be a positive one.

8. Effective Methods for Follow-up?
Handwritten note
Phone call
Text
Personal Visit
Visit from Maintenance
eCard
eGift
Gift with follow-up
30/60/90 day follow-up

9. Avoiding Blame with Co-workers
Blame is one of the biggest causes of conflict with co-workers.
Remember to use “I” statements not “You” statements.
Avoiding Blame Activity

10. Building Relationships
What are the key points to effectively build relationships with your peers?
Praise co-workers sincerely and be specific.
Earn trust of colleagues by being direct and honest.
Give credit where credit is due.
Keep your commitments and be dependable.

11. Specific Challenges and Action Plan