Onsite Insites by SatisFacts Research 2014 - 4th Quarter | Page 4

C – Control
This isn’t about necessarily about controlling the situation, but rather
controlling your own emotion. When someone confronts us, our natural
response is “fight or flight,” meaning a rush of adrenaline releases into
our systems and we are on the defense. However, in order to manage the
situation effectively, we can’t allow those emotions to take over. A
resident who is already worked up will escalate even more if they detect
any reaction from you. Maintain a passive, pleasant demeanor, and you
may see their own demeanor improve a little.

A – Actively Engage

We know it comes with the
territory, but dealing with
difficult residents can not
only be draining, sometimes
it can be downright scary! No
one enjoys being verbally
attacked or, in some cases,
unfairly accused. And even
though we expect the
occasional interaction with a
disgruntled customer, this is
an area in which employees
often don’t receive much
coaching.
While specific training and
role-playing are the most
effective way to prep team
members
for
difficult
interactions, having a basic
strategy can often make a
significant difference. When
faced with an angry or upset
resident, simply remember to
Keep C.A.L.M.
Jen Piccotti
SVP of Education and
Consulting
SatisFacts ResearchTM

Listen. Really Listen. You’ve probably heard a similar complaint before.
(Or even hundreds of times before.) But to them, it may be the first time
they have dealt with it. It’s new to them. And most likely, the thing that’s
bothering them most about the situation is different than the thing that
bothered someone else about a similar situation. Find out what’s most
upsetting to them and respond to their unique experience. And most
important: Apologize! It doesn’t matter if the issue is your fault or not.
Let them know you’re sorry they’ve experienced something that’s so
upsetting, and that you want to help.

L – Like-Minded
The biggest advantage you have is that you already have the same goal:
to find a solution to the problem! Keeping that goal in mind, you can
continue to look for common ground and work toward a resolution.
Sometimes, we can’t give them exactly what they are asking for, but one
of the most effective approaches is to find a way to say, “Yes,” no matter
how small that yes may be. “I’m not able to offer a rent credit because of
the broken sprinkler head, but I’d sure like to pay for your car to be rewashed to get rid of the water spots that sprinkler caused.”

M – Me-Time
This is a most neglected step in the strategy because people don’t think
it’s a big deal, but it’s just as important as the other steps. After a
stressful interaction, it’s important to allow yourself a few minutes to regroup “off stage.” Take a brief walk around the community. Listen to your
favorite upbeat song. Call that friend that can always make you laugh. By
giving yourself a few minutes to let go of that interaction, you’ll be able to
approach the next conversation with a blank slate. Otherwise, you are in
danger of over-reacting to the next resident or employee request that
you encounter. Step away, clear your mind, and come back with a fresh
start.
Fortunately, most resident interactions reinforce the reason we got into this
business: we get to answer questions, enjoy a chat, and help residents get
the most out of their daily living experience. But during those moments of
intense conversation or confrontation, it’s important to have a resource or
strategy to fall back on and carry us through. When it comes to those tough
conversations, just remember to Keep C.A.L.M. and Carry On!