Conflict Resolution: Label- Step 2
This is an excerpt from the complete guide on 'How to Deal with Angry Guests" that is available for FREE download at this link https://www.thegmcoach.com/free-training
LABEL
“Labeling becomes one of the most powerful skills available to us because it helps us uncover the factors that drive the counterpart's behavior. Label a positive and you reinforce it. Label a negative and that negative is diminished.” - Derek Gaunt - Black Swan LTD
What is a Label?
A ‘Label’ comes straight from the definitive book on using FBI hostage negotiation techniques in real life situations. This is advanced, this is borderline Jedi-level, wave your hand, mind control trickery. The book is ‘Never Split the Difference - Negotiate Like Your Life Depends on it’ by former lead FBI Hostage Negotiator Chris Voss. Mr. Voss’ company is Black Swan LTD. and the source of the quote above. Remember that a LABEL is never the first step and must follow LISTEN.
Why Label?
To be completely honest if there was a step in this method that could be optional it is this one. But you will see the power of a properly used LABEL. If I can tell that a guest is holding back some important info or they say I don't want to get anyone in the trouble I will find a way to drop a LABEL and possibly a MIRROR (another Chris Voss negotiation tactic). It’s my job to make this restaurant the best it can be so I will use every tool I can for the greater good.
How we use a Label?
When someone is upset this is a negative and a ‘Label’ can be used to diminish emotional separation the guests have between their feelings and reality. When used properly a ‘Label’ is the perfect transition from LISTENING to expressing a genuine EMPATHY statement.
LABELS
All labels start with either:
“It seems like…” or “It sounds like…” This again is in your very best calm and soothing voice.
These are the 8 basic levels I personally use when labeling a guest and employees.
- Disappointed
- Annoyed
- Upset
- Angry
- Very upset
- Very angry
- Extremely upset
- Extremely angry
Putting this together after listening completely lay down a LABEL that matches the emotional and content of what the guest actually said and then let it work its magic of diminishing the negative.
“It sounds like you are upset about this.”
Once you have said the LABEL statement just sit back and watch at how much more information the guest gives. This is of course after you thought you have listened completely. Nope. Also, under normal circumstances, the guest’s body language will settle unless they are extremely upset and completely emotionally hijacked.
When the guest finishes giving you this piece of information it's time to move to your EMPATHY statement.
for step 1 LISTEN click here https://www.dhirubhai.net/pulse/listen-conflict-resolution-step-1-scott-stanfield/
For the whole LLEARNT Method go to my website at https://www.thegmcoach.com/free-training