Fear, Hear, Mirror, Steer: A Conversational Strategy for Any Dialogue

While angry callers can make it difficult for professionals to remain professional, there are techniques that will support you convert anger into acceptance… and perhaps even grow your customer base. These counsel will serve more than your customers, though. They will assist you in any exchange that starts out angry. Your means to understand the other adult’s concern and to fully listen to it. Beyond those initial steps, it’s important to reflect your understanding of what you heard. Finally, the overture that will most likely convert anger into acceptance lies in the Steer step. At this stage, you direct the individual to a partial or full resolution of the precise problem (for those with perfectionist tendencies, there is one more step).
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