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RAPID ROLE-PLAY!

Rude

  • Emotionally disengage
  • Go to your "happy place"
  • Practice active listening & paraphrasing
  • Involve the person in solving the problem and creating a desired outcome

Public Safety

Annoying

  • Practice patience
  • Stay objective - stick to the facts
  • Probe for their deeper objectives
  • Seek resolutions

Angry

  • Pay attention to body language
  • Control your own emotions
  • Take the HEAT

H Hear them out

E Empathize

A Apologize

T Take Action

Hostile

  • Remain calm and unemotional
  • Be aware of your tone and attitude
  • Actively listen and focus on the facts
  • Use empathy in measured amounts
  • Apologize and ask for cooperation
  • Know your limits and draw the line

Final Thoughts

  • Treat oversights and mistakes as learning opportunities
  • Make it "more than right" the second time
  • Follow up personally to make sure the situation has been corrected

DEALING WITH DIFFICULT PEOPLE

4555

ext.

References

Decker, C., & Ference, G. (2014). Priceless: Beyond

customer care to customer delight. Bloomington, IN: iUniverse.

Neumiller-Bustad, J. (2008). Dealing with difficult customers.

China Staff, 14(5), 30-35.

Learning Objectives

  • Recognize common types of difficult people
  • Learn to respond rather than react
  • Find the right words
  • Use anger diffusion tactics
  • Emotionally disengage
  • Emergency situations
  • Physical violence
  • Concern for safety
  • Irate individuals

  • Law violation

- Swearing

- Prejudice

- Threats

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