DEALING  WITH 

DIFFICULT  CUSTOMERS

The following is a brief look at some of the major points in Megan Johntz’s seminar, Snake Charming: PsychTools for Dealing with Difficult People. For more information, contact Megan at 314.378.3384 or by email: Megan@PsychToolBox.com.

TRY TO DIFFUSE

• Don't be a Perp

       Perps refuse to take responsibility for their behavior

       Perps refuse to notice the negative impact of their actions

       Perps refuse to make restitution

• Prepare them well in advance of the bad news

• Stay ahead of them - anticipate, but stay mentally flexible

• Mirror their non-verbals and paraverbals

• Empathy galore (not sympathy)

WHEN YOU HAVE TO CONFRONT

• Preparation / rehearsal

• Timing

       Day of the week is important

       Time of the day is important

       Pay attention to your mood and timing

       Good news first?

• Humor

• Timing

• Humor backfires sometimes

• There is a difference between assertiveness and aggressiveness

RECOVER

• S.O.L.V.E. the problem

• Reality check to get perspective

• You may need to do some Anger Work so you don’t take it out on co-workers or spouses

• Self-care - take time for all of your basic 5 levels

          Are you ever left searching for the best thing to say during a conflict, even hours after it's over? Megan Johntz has put together some simple Hip Pocket Phrases to provide some Plop, Plop, Fizz, Fizz - Relief for Conflicts in the Workplace.

Contact Johntz Presentations today and

put PsychTools to work for your organization's success.