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Dealing With Difficult and Angry People Presentation


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Delivered in Winnipeg, Manitoba this presentation/seminar was to people working in low income housing, where they face a lot of very difficult situations. In the presentation, you get a few sneak peaks at specific techniques Robert Bacal teaches people to work effectively with the distraught and emotional clientele, applicable to many different situations.

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Dealing With Difficult and Angry People Presentation

  1. 1. 1Working With Difficult ClienteleSeminar: February 10, 2012
  2. 2. 2You CAN Make A DifferenceFrustration, Lost Time, Stress, Your Sense ofLacking ControlLearn The Skills and ALL Benefit
  3. 3. 3What Do You Find TheMost Frustrating orChallenging About DealingWith Difficult Clients?
  4. 4. 4What Do People Need ToCalm Down and Work WithYou?
  5. 5. 5Exercise• Customer: [In a flat tone] AHEM! Jerry. I’m here to see Jerry.• Employee: He’s not in right now, did you have an appointment?• Customer: Why the hell do I need an appointment. Here, I have this letterwith his name on it, saying I’m not getting housing, and saying I shouldcontact you. So, I’m contacting you NOW [throws paper at employee].• Employee: Uh, it doesn’t mean you can just walk in. You have to makean appointment first. I don’t care that you didn’t know that.• Customer: I get it. What’s wrong with you people? Don’t you care that Ihave a family that’s got nowhere to go? Typical government, lazy, stupid andslow. Doesn’t anyone care?• Employee: I understand where you’re coming from, but he’s not here,and I’d thank you not to make insulting remarks.• Customer: You don’t know s*** about me. And since I pay your salary, I’llsay any damn thing I want to say.
  6. 6. 6• Customer: I just gave you the damned letter. I applied for housing and I gotthis letter back saying I’m not eligible, or I’m on some waiting list orsomething...and now I’m going to be homeless and so are my kids. I can’tkeep coming back here or I’m going to lose my job too. Is that what youwant?• Employee: Don’t be silly. I’m here to help, and I don’t want you to loseyour just should have made an appointment.• Customer: Good Lord, you’re stupid. I don’t even want to talk to youanymore. Im not leaving here until I talk to someone who knows what’sgoing on.• Employee: Sir, that’s offensive. I’m not stupid and you aren’t going toget very far by being insulting.
  7. 7. 7• Employee: OK. OK. What is it you wanted to see Jerry about?• Customer: [from between clenched teeth] I W*A*N*T to speak to someoneNOW.• Employee: [now feeling nervous] OK, It’s against the rules but I’ll see ifMary Jones can squeeze you in. Have a seat and I’ll see what I can do.• Customer sits in a chair close by, muttering to himself. Employee goes to theback, and talks to Mary Jones briefly.• Employee: [returning] Ms. Jones has agreed to see you, but it will be awhile, so you’ll just have to wait since I don’t know how long it will be.• Customer sits, continuing to glance at watch, sighing heavily. After abouttwenty minutes, Mary Jones comes out.• Mary: What is it you want, Sir?
  8. 8. 8Defusing Principles• Dont Take The Bait(and its all bait)• What You FocusOn You Get MoreOf• If You LoseControl, You Lose• Deal With FeelingsFirst• Dont AskQuestions YouDont Want To HearAnswers To
  9. 9. 9The CARP System(click here for free defusing videos)C ontrolA cknowledgeR efocusP roblem Solve
  10. 10. 10Observing, Being Preparedand Starting InteractionsEffectively• Observing• The Pre-Emptive Strike• Control From The Start
  11. 11. 11The Power of Surprise• Telephone Silence• Humor (High Risk, High Gain)• Verbal Self-Defence Tactics
  12. 12. 12More Tactics• Time-Out and Disengage• Referral To Third Party• Limit Setting
  13. 13. 13Verbal Self-Defence TacticsGetting Control• Distraction Technique• Topic Grab• Broken Record• Youre Right!• When Question• Neutral Mode
  14. 14. 14The When QuestionWhen did you start thinking (or feeling)that [rephrase a part of what theperson said so its non-inflammatory]
  15. 15. 15Neutral Mode• Thats interesting (or some other neutralstatement). Some people do think (feel)that... [rephrase the attack in a bland,neutral way].
  16. 16. 16More ResourcesIf It Wasnt For The Customers, Id Really Like This Job (book)The Customer Service Zone (website)Free Angry Customer Videos and Tutorials