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Mark Goulston from Real Influence shares insights on listening skills: Three-step process to handle venting - frustrations, anger, worries. Techniques from his books 'Real Influence' and 'Just Listen'. Strategies for handling difficult people, setting boundaries, and confronting conflicts. Importance of values, leadership clarity, and supportive networks.
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Quick takeaways
- Acknowledge frustration before addressing anger in difficult conversations.
- Utilize conversation deepeners like 'say more about' to encourage expression and understanding.
Deep dives
Handling Customer Anger
When faced with an angry customer, it is essential to follow three steps towards resolution. By acknowledging their frustration and allowing them to vent, a constructive dialogue can begin. Encouraging them to express deeper concerns beyond anger can lead to a more meaningful conversation and eventual resolution.
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