There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.
Put an I-Message into action by following these sequences of steps:
Put it together and it should sound like this: "Mr./Ms Customer, I feel happy/am excited to serve you, etc. when you approach me; however when you call me names, throw things at me, spit at me, etc., it makes me feel disrespected and incapable to serve you, etc." (Stop! Wait for a response!)
Research has shown that the response is 95-98% non-confrontational or aggressive. Remember: This approach lets the customer know that, although you disapprove of his (or her) behavior, you still care to help and serve him.
Now put the five techniques together by SOARING to the top of the Mountain by:
Remember: When you maximize your potential; we all win. When you don't, we all lose.
Copyright © Etienne A. Gibbs, MSW, The Master Blog Builder
PERMISSION TO REPUBLISH: Although this article may be republished in newsletters and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link, email notice of intent to publish is required. Mail to: execandgroup-consulting@yahoo.com
Etienne A. Gibbs, MSW, Customer Relationship Marketing Consultant, rapidly becoming known as The Master Blog Builder, helps individuals, organizations, and small businesses improve their customer relationship management. For more information email Etienne at execandgroup-consulting@yahoo.com or visit him at www.MasterBlogBuilder.com to sign up for his free Lesson to Be Learned weekly Tip Sheet.
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