What do you do if you receive emotionally charged feedback in the payment systems profession?

Staying calm not when confronted but in every situation give you a boost of confidence. When you got confronted, the most common thing was giving a rage feedback to defend ourself. Staying calm make you think before speak and act. Therefore, calming yourself is the key to understand professionally.

Avoid reacting defensively or emotionally, and instead, focus on listening attentively and understanding the underlying concerns.

Try to uncover the specific issues or experiences that led to the emotional response and demonstrate genuine interest in addressing their concerns.

It's important to remember that when someone reacts emotionally to a payment issue, it's likely because they are being negatively impacted by the failure or delay of the payment system. Dealing with money can be very emotional for people on the receiving end, as delayed payment may mean they will miss out on something important to them. It could even lead to not having enough money for groceries or making late mortgage payments. Since we don't know the full story behind the payment issue, it's crucial to approach the situation with empathy and understanding, and to set aside our own insecurities, emotional vulnerabilities, and ego when addressing the problem.

2 ear to listen and 1 mouth to speak, meaning we must listen rather than speak. listen carefully before you speak to show respect towards othe people (client, colleague or boss)

Actively listen to the feedback without immediate judgment or defense, asking clarifying questions to fully understand the underlying concerns and intentions behind the emotionally charged comments. Reiterate the feedback in your own words to the giver to ensure accurate understanding, demonstrating empathy and a genuine interest in resolving any issues, thus diffusing potential misunderstandings. Invite the feedback giver to participate in a collaborative discussion to explore specific instances or examples that led to their emotional response, aiming to transform the feedback into actionable insights that enhance system improvements and stakeholder satisfaction.

Create a structured reflection process that allows time to analyze the feedback dispassionately, separating emotional responses from the factual content, and identifying actionable insights that can improve your payment system operations. Establish a feedback review panel composed of diverse team members who can provide multiple perspectives on the feedback, ensuring a balanced evaluation that mitigates personal biases and focuses on constructive outcomes. Implement a feedback log to track trends and patterns over time, which aids in distinguishing between one-time emotional responses and recurring issues that require deeper investigation and strategic adjustments to your payment system.

Communication must be two ways. when someone spoke, you listen to them. there will be a time you have to respond to what they said. interupting others doesn't mean you are the winner and the most expert of the topics. Respond respectfully and professionally make a positive relationships

In the payment space, what may seem like a professional or technical issue to us is often a very personal and emotional issue for the person experiencing the problem. This applies to payment systems and payroll, whether it's a seemingly small issue like fifty dollars or a larger one like a full salary. Highly emotional feedback is usually related to the personal impact the person is experiencing, rather than just a technical flaw. In the heat of the moment, people often can't distinguish between the two, so they express their frustration in a single outburst. Your job is to stay calm, gather the facts, respond with empathy, and do everything you can to correct the mistake.