First-rate negotiators are adroit influencers. They know how to subtly guide their counterparts’ thinking by making smart linguistic choices. These are word choices that prime a listener to give a positive reaction. Think about the most influential people you know. I bet they’re skilled in the art of priming. They keep others on-side by framing their messages in positive and collaborative language. This means they get ‘yes’ responses more frequently.
After a heated conversation with a customer led to a complaint, Stephen’s supervisor enrolled him in my course Handling Difficult Customers. In the first half of the course, we discussed the importance of showing empathy when customers experience problems. Stephen asked “Why should I show empathy when the customer is swearing at me?”
Here’s how we’d help Mina deal with this problem. You can use the same strategies when handling difficult phone calls from your own customers.
Verbalise nonverbals
The nonverbal ways Mina shows she’s listening when face-to face – body language, nodding, eye contact –aren’t much use on the phone. Mina must use her voice as a verbal equivalent of these visual signals. Saying things like ‘OK’, ‘I understand’, or ‘uh-huh’ regularly will tell her customer that she’s listening.
Library staff are feeling unsafe following an assault on a colleague at the exit door. Think Learn Succeed creates a course called Staying Safe Around Aggressive Clients.
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