5 Phrases You Never Say To An Angry Person At Work....

Here is the Presentation on 5 Phrases You Never Say to an Angry Person at Work.. Hope u all wud like it..
30th July 2009 From India, Amritsar

Attached Files (Download Requires Membership)

5 Phrases You Never Say to an Angry.ppt (90.0 KB, 3185 views)

Thanks a lot, it's totally right.
I give training to CS agents on how to deal with customers. I usually focusing on the phrases you attached, and also the following ones;
- Why you upset?
- don't be anger.
- it's not a big deal.
- Fine!! I am sorry ( with inappropriate tone of voice, which indicates indifference).
Some of the effective ways to deal with anger person are summarized below:
- Empathic Listening with right match of tone & body language.
- Use phrases like: I see, I understand, we gonna solve this problem, let's talk about it,
- Use the phrase like: Please Sir, I want you to explain what went wrong in details, I will listen to you, & i am sure you will be satisfied, and I will do my best to help you.
These are some examples we usually used with anger customers.
Good Luck
Bilal Abujaleel
Training Consultant
31st July 2009 From Jordan, Amman

good one but lil bit congested.....please use bulletes and the formula of 6x6 in one slide
1st August 2009 From India, Lucknow

Good information on deescalation approaches. its not about the presentation being lengthy or not being structured properly, some time people like to have information. can be very beneficial to learners like reflectors or theorists. good work mate.

regards.
kash.
1st August 2009 From United Kingdom, London

Thnx 4r the tips. These r indeed the simple things that we forget in our evriday lives. Regards, Pratik
1st August 2009 From India, Rangpo