Handle Conflict Like a Flight Attendant
Chris Mackey
Author | I teach Entrepreneurs how to recognise the value of their skills so they can find creative solutions to their challenges. I achieve this through coaching +61437474556 e: chrismackey.actioncoach.au
Unless you are a flight attendant, you have had zero training in dealing with conflict in the workplace.
Honestly, a lot is going on with people who live outside of your influence.
No one is like they use to be. Everyone is going a little crazy.
On pages 20 and 21 of my latest book, ( The biggest Secret In Retailing. Choas To Control In 30 days), you will find more information.
Here are 12 tactics (direct from a 40 + year flight attendant) your team can use to help reduce conflict:
1. Allow customers to talk
Allow angry customers to talk and express their feelings until they release their frustration and calm down.
2. Show you care
Use empathy statements to show you understand the customer’s feelings or frustrations.
3. Use the correct tone
Don’t smile, laugh or mock upset customers. Convey empathy with a soft tone.
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4. Be neutral
Do not offer your opinion, agree or disagree with customers. Offer empathetic support and work to solve their problems effectively.
5. Don’t react
Never respond to angry comments. Allow the customer to voice their opinion and interject with helpful redirection when appropriate.
6. Focus
When a customer is on a tangent, redirect the conversation back to the important issues and focus on constructive solutions.
7. Use verbal softeners
Use words like “likely”, “typically”, “perhaps”, “some-time”, “possibly” or “occasionally” with customers who might not respond well to categorical words like “always” or “never”.
8. Make angry conversations private
Avoid talking with angry customers within earshot of employees or other customers.
9. Agree
Find something to agree with the customer about. An agreement will result in collaboration and cooperation.
10. Use silences
When customers talk, listen and wait for silence. When your customer has stopped talking, then summarize their main point and work together on a solution.
11. Use timeouts
If customers are frustrated, annoyed, or incapable of engaging in a productive conversation, allow them the opportunity to think by themselves for short periods of time. Then, address their concerns effectively.
12. Set limits
When customers refuse to act constructively, alternative methods have been exhausted, set limits and end the interaction.
Would you like to join one of my programs? Please email me at Chris Mackey I will call you. No forms to book in.