Dealing with Difficult Members. Cortney Seaton Training Coordinator Bayer HFCU. Different Personalities. Listen with Respect Do not Antagonize Use Questions to Calm and Clarify Do not Patronize Stay Calm. Do not take it Personally Realize that some people are hostile
Do not Antagonize
Use Questions to Calm and Clarify
Do not Patronize
Do not take it Personally
Realize that some people are hostile
Only Refer to a Supervisor if necessaryIrate
Explain the Benefits
Offer alternative Solutions/Options
Don’t be Swayed
Use Common Sense
Avoid “Jargon” words“I must say NO!”
I didn’t do it…guess I’ll let someone else fix it.
Oh no! I made a mistake. Maybe the member won’t notice???
Grrr…I’m not helping because I didn’t do it. I don’t care if the member has to wait. I’m not doing it.
Apologize for the situation
Don’t become defensive
Fix it and move on
Make sure to say thank youWhat happens when there is a mistake???
You Respond to the Member
Selective ListeningWhen an error occurs…
Then to be Understood
Ask questions to find facts
Learn to decipher the real issue
Restate and reassure them we will take care of it
Determine options to the solution
Take care of it-even if it is not your job
Do your best to get an answer
Follow throughA Transformational Opportunity
Difficult behavior can often be overcome simply by being nice, providing good service, and responding quickly.