You've hit a rough patch with a peer support client. How do you rebuild trust and move forward?

It is ok to take a time out from the hard work and hard stuff. Show you are human. Go with your peer to grab a bite to eat. Head to a coffee shop. Go play frisbee. Sometimes a little distance from the difficult things you are working on can create some space, build trust, and move things forward when you have encountered a rough patch.

Reconhecer um problema pode ser extremamente desafiador, mas é um passo essencial para evitar sua repeti??o no futuro. Conduzir uma conversa difícil, especialmente com um cliente, é ainda mais complicado. No entanto, mostrar que estamos comprometidos em corrigir a situa??o e apresentar um plano detalhado com um cronograma definido pode ser um grande avan?o na recupera??o da confian?a do cliente.

Reconstruir la confianza y avanzar requiere primero reconocer el problema y asumir la responsabilidad de las acciones que la da?aron. . La paciencia y la consistencia en estos esfuerzos son clave, ya que la confianza se reconstruye gradualmente a través de peque?as acciones y nuevas experiencias positivas. Para mantener y fortalecer la confianza a largo plazo, es crucial continuar siendo transparente y honesto, celebrando los avances y aprendiendo de los errores. Con un compromiso sostenido y acciones coherentes, es posible reconstruir la confianza y avanzar, estableciendo relaciones más fuertes y resilientes tanto en contextos personales como profesionales.

Rebuilding trust with a peer support client after a rough patch requires empathy and accountability. Start by acknowledging the issue calmly, saying something like, "I sense things haven’t been going well." Own your part, apologize if needed, and listen to their feelings without interrupting or defending yourself. Validate their emotions to show understanding. Reassure your client of your commitment and discuss how you can better support them, setting clear expectations moving forward. Consistency is key—follow through on commitments and maintain open communication. These steps help rebuild trust and strengthen your connection.

Para reconstruir la confianza y avanzar después de una mala experiencia con un cliente en soporte entre pares, considera los siguientes pasos: 1. Reconoce y acepta: Reconoce el error o la mala experiencia y acepta la responsabilidad. 2. Comunica abiertamente: Habla con el cliente y explica lo sucedido, disculpa y ofrece soluciones. 3. Escucha activa: Escucha las preocupaciones del cliente y muestra empatía. 4. Aprende de la experiencia: Analiza lo sucedido y busca formas de mejorar. 5. Ofrece soluciones: Proporciona soluciones efectivas y sigue con el cliente hasta resolver el problema. 6. Mantén la transparencia: Mantén al cliente informado sobre el progreso y cualquier cambio. Recuerda que la confianza se construye con tiempo .

Por exemplo, ao lidar com um cliente que estava insatisfeito com a qualidade do atendimento, eu compartilhei minhas próprias experiências de frustra??o e reconheci o impacto que a situa??o teve sobre ele. Isso n?o só suavizou o desconforto, mas também ajudou a estabelecer um canal de comunica??o mais aberto.

Sometimes taking responsibility is acknowledging that you have different approaches, values, tolerances or expectations. This is important to identify early on. It is not to be seen or experienced as a failure or being right or wrong. Exploring the difference, wedge or rough patch is critical to maintaining your integrity as a professional regardless of how awkward.

Once when facilitating a peer support session, a member expressed that they were not ready to share in the group, however it was a small group and at the time I felt it was important to encourage everyone to share. I prompted her to share which led her to lose trust in the process. I first took a step back and analysed how my actions might have led to her leaving, after that I went to her, took responsibility for my actions, then listened to her story empathetically to understand her experience, had an open conversation about the situation, and encouraged her to come back. After that, we let her join us without sharing until she was ready

Para estabelecer limites eficazes com nossos parceiros, é essencial primeiro nos aliar a pessoas que compartilham os mesmos princípios e valores

Reconstruir a confian?a após uma fase difícil exige transparência, comunica??o aberta e colabora??o. Trabalhar juntos para criar uma solu??o fortalece a rela??o e demonstra comprometimento com o sucesso compartilhado. Abaixo alguns passos a considerar: 1. Reconhe?a os Erros 2. Comunique-se de Forma Transparente 3. Crie um Plano de A??o Conjunto 4. Ofere?a Suporte Consistente 5. Monitore o Progresso e Ajuste 6. Celebre Pequenas Vitórias