1. Dealing with Difficult Members
Cortney Seaton
Training Coordinator
Bayer HFCU

2. Different Personalities

3. 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

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

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

6. “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

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

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

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

10. 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.

11. 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

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

13. Seek First to Understand;
Then to be Understood

14. 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

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