Handle customer gripes in 5 steps
Itâs no fun to have someone in your faceâbut with the right response, you can turn the situation to your advantage. Follow these steps to escape the most common pitfalls.
Category: People Skills
Make sure ânoâ means ânoâ
Saying âNoâ in an argument or negotiation can be difficult, but standing your ground as the other person tries to change your mind can be even more difficult.
What to expect when you return to the office
With COVID restrictions very slowly easing, soon many admins will end their time of telecommuting and see familiar faces in person once again. But this transition will be unique and challenging.
Ask the veteran: How do I deal with a boss who won’t meet deadlines?
Question: My executive is notorious for delaying, fussing, hedging and eventually missing deadlines. Then thereâs always a weak apology: âSorry, I got sidetracked.â Every time he does this, it inconveniences other departments. Are there any good ways to get him into a different mindset, one where weâre not all scurrying around to make up the time he costs us?
Referee a dispute: 3 tactics
Here are several behaviors and tactics you can use when you need to step in and help settle a dispute.
Ask the veteran: How do I suggest that we all get more training?
Question: The coronavirus situation has really revealed who on our staff is technologically savvy and whoâs not, but my manager doesnât seem concerned about the gap. How do I suggest that we all get more trained up on everything we should know?
With virus, handshakes are so 2019
What was once a standard and reflexive way to meet, greet, part ways, close deals and congratulate may now be coming to an end.
Widen the scope of reviews
We usually judge employeesâ work by the traditional standardsâquality of work and amount done. However, since no employee works in a vacuum, add these factors to your evaluations to create a more accurate picture of a workerâs contribution to your group.
Correcting your executive in public
Question: My executive got a few figures wrong in a recent meeting where about 20 people were present. How should I have corrected him?
Put peer quarrels to rest
Working, negotiating and even talking with another manager with whom youâve had disagreements can be hard. Change management expert Rick Maurer suggests four ways to move past the feud.