很久之前我們做了一個單元專門在教大家如何應對不禮貌的客人。但這一年， 陸陸續續有學生跟聽眾問我們該如何應對失控的客戶。那今天就讓我們來分享幾個技巧!

控制場面小技巧

Acknowledge their feelings

• “I understand this situation is frustrating for you.”
• “I know this is a sensitive topic, and that you’re worried about your business.”
• “I understand this has caused you real stress and concern.”

Active listening

• Ask questions for clarification
  • What is the reasons behind ＿＿＿＿＿？
• Repeat their points to show understanding.
  • Too expensive?
  • Tight budget?

Find common ground

• “I know we are both eager to find a mutually beneficial solution to this.”
• “We both want to get the best results from this project. Let’s make a plan that works for everyone.”
• “I know we’re both keen to get these delays resolved as fast as possible.”

Stay with the facts

但當對方真的超失控呢?

• I would like to work with you but this is not acceptable. Please contact me when you are ready to talk.
• We do not tolerate profanity. If you have any further requests, please speak to ___.