Covid19 has been very stressful for everyone and one thing it has done is increase the number of complaints and debates.
Here’s 8 tips which I’ve found to work in dealing with people:
1. Be calm.Losing your temper and arguing typically isn’t the best way to get them to collaborate with you. It is always better to assume a calm persona.
Someone who is calm is seen as being in control, centered and more respectable. When the person you are dealing with sees that you are calm despite whatever they say you will start getting their attention.
2. Understand the person’s intentions.
I’d like to believe that no one is difficult for the sake of being difficult. Even when it may seem that the person is just being difficult, there is always some underlying reason that is motivating them to act this way. Rarely is this motivation apparent. Try to identify the person’s trigger: What is making them act in this manner?
What is stopping them from cooperating with you? How can you help to meet their needs and resolve the situation?
3. Get some perspective from others. In all likelihood, your colleagues, managers and friends must have experienced similar situations in some way or another. They will be able to see things from a different angle and offer a different take on the situation.
Let the person know where you are coming from.
One thing that has worked for me is to let the person know my intentions behind what I am doing. Sometimes, they are being resistant because they think that you are just being difficult with them.
4. Build a rapport. With all the computers, emails and messaging systems, work sometimes turn into a mechanical process. Re-instill the human touch by connecting with your clients on a personal level. This builds relationships and trust.
5. Treat the person with respect. No one likes to be treated as if they are stupid/incapable/incompetent. If you are going to treat the person with disrespect, it’s not going to be surprising if they treat you the same way as well.
6. Focus on what can be actioned upon.
Rather than harp on what you cannot change, focus on the actionable steps you can take to forward yourself in the situation.
7. Escalate to a higher authority for resolution.
8. When all else fails, escalate to your manager. I found it to be the most effective in resolving the issue even if they are saying the same thing you have already advised the client previously.