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You will be familiar with the phrase
‘they speak my language’ and often we
will experience that feeling of being
connected literally because that person
is using our language. How does this
work in practice? We all have a
preference for the vocabulary we use in
every day language. For example in the
U.K we describe the portion of tarmac on
both sides of the road that we walk on
as the pavement, however in the U.S.
they would refer to this as the
sidewalk. It is clear that if we want to
communicate effectively and we were
giving directions to an American visitor
then using the word sidewalk will have
an immediate and clear meaning for the
visitor whereas pavement may be
misunderstood.
So how does this help us deal with a
hostile customer? Each customer will
have their own idiosyncrasies in the
language that they use. One way to
improve communication is to use their
exact words. Notice the difference
in the response in the example below.
Example1
Customer: ‘I have come in today to find
out what has happened to my Giro?’
Staff: ‘You have come in about your
unemployment benefit?’
Customer: ‘No my Giro, it hasn’t been
paid!’
Example 2
Customer: ‘I have come in today to find
out what has happened to my Giro?’
Staff: ‘You have come in about your
Giro?’
Customer: ‘Yer, that’s right my Giro.’
In this example the customer responds in
a more positive manner when the word
Giro is reflected back. In example 1 the
customer could feel as if the staff
member has not really listened or that
he/she is being officious and
bureaucratic. This may not be the
intention, however it is the small
subtle strategies that make the
difference.
Next time that you are dealing with a
conflict situation notice the exact
language that the hostile person uses
and remember to reflect back their exact
words. This will communicate at many
levels that your attention is focussed
on their issue, that you understand
their point of view and that your are
actively listening.
Contact us
to find out how blue concept training can
support the people in your
organisation. When staff feel in
control, safe and calm they can provide the very best in
customer service. Conflict
management training will reduce costly
staff absenteeism, exposure to risk and
poor work practices.
Speak to
a member of our team who will be happy
to discuss how our employee
support
training can help your organisation.
Contact blue concept training
today. |
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