Video: Conflict Management: A "How To" Story
Video: Conflict Management: A "How To" Story
De-Escalation
Comment:
Great job de-escalating, and great story!
Overall, I think you handled it brilliantly. You intervened
quickly and removed the subject from the scene. That's the part that people
often miss, and it can really have a negative impact on the subject, and all of
the people watching. If your customers were upset by what they saw, they'll
draw their own conclusions. You kept yourself calm, looked beyond his behavior
and addressed his concern directly. By encouraging him to tell his story, you
made a personal connection and he became a loyal customer once again! Great job
encouraging him to speak with the cashier. I'm sure that made her feel much
better. Well done Don!
Revolution Conflict Management Services
Comments