dealing with difficult members n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Dealing with Difficult Members PowerPoint Presentation
Download Presentation
Dealing with Difficult Members

Loading in 2 Seconds...

play fullscreen
1 / 15

Dealing with Difficult Members - PowerPoint PPT Presentation


  • 137 Views
  • Updated on

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

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

Dealing with Difficult Members


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
    Presentation Transcript
    1. Dealing with Difficult Members Cortney Seaton Training Coordinator Bayer HFCU

    2. Different Personalities

    3. 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 Only Refer to a Supervisor if necessary Irate

    4. Talkative • Be Polite • Be Firm • Do not Chit Chat • Explain time Constraints • Use Closed-Ended Questions

    5. Confused • Be Patient • Listen • Avoid Jargon • Break it Down • Ask Questions to test Response • Watch Body Language • Summarize, Test, Summarize, Test

    6. Use supporting Documentation Explain the Benefits Offer alternative Solutions/Options Don’t be Swayed Use Common Sense Be Discreet Avoid “Jargon” words “I must say NO!”

    7. Disabled • Relax • Focus on the person on the inside • Ask Questions • Do not Patronize • Seek Help if Necessary

    8. Kids • Be Patient • Ask Parent before giving anything to the Child • Point out any Safety concerns

    9. In all situations… • Listen • Be patient • Ask questions • Be polite • Seek help when necessary

    10. Mistakes 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.

    11. Acknowledge the error Apologize for the situation Take responsibility Don’t become defensive Fix it and move on Follow up Make sure to say thank you What happens when there is a mistake??? You Respond to the Member

    12. Attentive Listening Empathic Listening Ignoring Pretending Selective Listening When an error occurs… Listen

    13. Seek First to Understand; Then to be Understood

    14. Understand the real issue Ask questions to find facts Learn to decipher the real issue Restate and reassure them we will take care of it Investigate Determine options to the solution Take care of it-even if it is not your job Do your best to get an answer Follow through A Transformational Opportunity

    15. Difficult behavior can often be overcome simply by being nice, providing good service, and responding quickly.