Four Methods for Defusing a Difficult Situation

Smile: give the patient of guest a warm, sincere hello and smile.

Anticipate: the the person or guests complaint and head it off with a sincere, concerned comment. (Take the offensive with kindness).

Apologize and assume responsibility: Take the blame for the patient of guests situation and emphasize with them for their problem of behalf of your facility.

Action: Solve the problems promptly.

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Listen: Carefully and with interest.

Empathize: Put yourself int other persons place. Say things that are: Genuine, Specific, Timely and Sincere.

Ask Questions: In a mature non threatening way, that requires the person to think about their answer before replying.

Repeat: Back to the patient, client, customer your understanding of their problem, then suggest one of more alternatives to answer their concerns.

Apologize: without blaming.

Solve the problem: Identify solutions to satisfy the patients, clients or customers needs of find someone who can.

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Great advice Cathe--I deal with the public every day in my job and that advice in right on the money--Thanks and keep up the great work!!

Love and Light, Mary S.