Thriving Under Fire Blog

Tuesday TUF Tips | Acknowledge the Emotion

Posted by John Faisandier on Mar 13, 2018 9:05:44 AM

A man walks into … his manager’s office. His face is red, hands shaking and eyes nearly popping out of his head. He is mad about something! “This new directive is just nonsense!” He roars.

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Topics: Upset Staff, Upset People, staying calm, Reactions, Perspective, Empathy, Emotional Intelligence, APE, Emotions at work

How One Man Defused a Situation with One Very Simple Skill... 

Posted by John Faisandier on Jan 18, 2018 11:41:22 AM

It's very easy to respond to aggression with aggression... but what if we reacted differently?

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Topics: Angry, APE, Emotion, Physical Reactions, Sceptical, Upset People

Managing angry customers

Posted by John Faisandier on Mar 21, 2014 12:48:28 PM

People buy on emotion. Relationships are based on emotion. What do you do when someone is really emotional? It might be a customer, staff member or spouse who gets upset. You want to calm them down so you can deal with the business issues at hand. Many people think that by being reasonable they can communicate best. However, the other person is not rational in this moment, they are emotional. When someone is emotional they are feeling a great deal and they are expressing this to you. They want to be acknowledged, seen, and heard in this moment of distress. If you make your first response to them an acknowledgement of their feelings you will go a long way to building a strong business relationship. This acknowledgment may be as simple as “Oh dear, I’m sorry that XYZ has happened” or “This has been a real nuisance for you, hasn’t it” or “Wow, I am sorry, I didn’t realise how much it has affected you” or even “Bugger!” (said in a caring kind of way). Don’t rush on with more words, pause to let what you have said sink in and give time for them to respond before going for the ‘fix it’ part of your response.

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Topics: APE, customer service, Emotion, Emotions, Sales

Managing Emotions

Learn to deal with difficult customers, colleagues, family and friends

You probably didn't learn these skills at home, and I bet school wasn't much help either. You can develop the skills and understanding to manage the everyday emotional communication challenges through the regular postings on this blog. 

You can:

  • Access free tips to help you
  • Change the way you interact with people
  • Learn to stay calm and in control
  • Build more satisfying relationship
  • Be more relaxed in yourself
  • Enjoy your work more

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