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
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Dealing with Difficult Members Cortney Seaton Training Coordinator Bayer HFCU
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
Talkative • Be Polite • Be Firm • Do not Chit Chat • Explain time Constraints • Use Closed-Ended Questions
Confused • Be Patient • Listen • Avoid Jargon • Break it Down • Ask Questions to test Response • Watch Body Language • Summarize, Test, Summarize, Test
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!”
Disabled • Relax • Focus on the person on the inside • Ask Questions • Do not Patronize • Seek Help if Necessary
Kids • Be Patient • Ask Parent before giving anything to the Child • Point out any Safety concerns
In all situations… • Listen • Be patient • Ask questions • Be polite • Seek help when necessary
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.
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
Attentive Listening Empathic Listening Ignoring Pretending Selective Listening When an error occurs… Listen
Seek First to Understand; Then to be Understood
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
Difficult behavior can often be overcome simply by being nice, providing good service, and responding quickly.