Verbal Judo Los Rios Community College District口头柔道洛斯里奥斯区社区学院.pptVIP

Verbal Judo Customer Care for Difficult People Presented by Mellonie Richardson What is Verbal Judo? Verbal: Of, relating to, or associated with words: a detailed verbal description.? Judo: A sport and method of physical training similar to wrestling, developed in Japan in the late 19th century and using principles of balance and leverage adapted from jujitsu. Making a Positive Initial Contact Verbal Non-Verbal Cues (smiling, nodding, eye contact, upbeat, enthused and respectful telephone voice, etc) Greeting (standard, and welcoming including your name and an offer to assist) Stature (straight posture, professional appearance) Active Listening Techniques Listen from the beginning and to the entire dialogue (when entering office or initially answering the telephone) Pick up non-verbal cues indicating stress, rising temper, defensiveness while listening (folding of arms, pacing, raising voice, etc) Developing Professionalism  Use existing processes, systems to eliminate perceived bias (treat everyone the same) Share information typed, e-mailed or shared via a printed document (relies on process and removes attention from you as a person) Develop guards for your verbal triggers (understand your breaking point and guard against it) Knowing When Words Fail Become aware of the stages of escalation of a problem Misunderstanding (I don’t know what you mean or How does the online process work?) Denial (Yes I did submit my application yesterday – at 11:59 pm) Anger (This is ridiculous, I can’t believe this!) Knowing When Words Fail What to do when they stop listening to you (misunderstanding, denial and anger over ride reasonable solutions and further conversation) Articulating your forced responses (“I’m really sorry that you have missed the deadline, the position closed on...which means…you have a couple of options…) Addressing Difficult People Ask the person what exactly he/she is upset about, in order to show that you are interested in communic