The Workshop Is Over. Now What?
Here are resources to help you adopt and apply the key frameworks of the 3R De-escalation Method.
Get Angry Customers to Back Down!
Here are 57 Phrases you can use as-is or adapt to bring down the temperature with challenging customers assertively.
I have divided this guide into challenging situations you will likely encounter. With my phrases, you can feel confident, talk assertively, and get your customers to stop screaming and listen to you!
Create Your Y2K-Style Contingency Plan
When you create your Y2K-Style Contingency Plan, you'll confidently resolve most issues faster. There are only two steps to crafting your Y2K plan.
Identify the top 5-7 issues that lead to escalation. (This can be an escalation in intensity or to a supervisor.)
For each identified issue, suggest solutions with at least two options (should the first recommendation fail).
Try the 12-foot Pole Activity Again.
Grab a pole and hype up your training sessions or meetings by having teams make another attempt at lowering the pole. Talk about what's improved since we first did the activity. You can get your pole here.
Revisit Your Stop, Stop, Continue Goals in 90 Days.
In the workshop, you set goals for what you'll start, stop, and continue. Take a look at your goals again in 90 days. Set a reminder on your phone to check back in with yourself. The team could share start, stop, and continue goals and discuss their progress at a team check-in.
Make Sure Your Horses Running in the Same Direction
If we get our horses going in the same direction, we're more productive, problem-solving is easier, and we're more creative, as well as more able to listen and understand. Keep an eye on yourself frequently to ensure that your available horsepower is focused on the person(s) and tasks in front of you.
