You work through each step before you take the next one with the goal of getting someone to do something they may not like.
- Ask: “Can I ask you to…”
- Set in Content (Explain)
- Give Options
- Confirm
- Act (Escalate to HR, Police, Etc.)
This was something covered in an HR training but it’s an interesting conflict resolution approach.
Example
Scenario: A customer becomes belligerent after not being able to get their problem resolved. They blame the tech for not fixing their issue.
- ”Can I ask you to wait over here.” Directing them to move to a safer location.
- Explain: “Your computer could not recovered because you submerged it in the ocean. This means that the disk drive plates are rusted together.”
- Give Options: “We can send it to get the data recovered, start setting up a new computer, or you can take it and try a different provider."
- "You’re sure neither option works for you?”
- Uppercut (jk). Explain that nothing else can be done and if they still are belligerent you can call the police.