How to deal with Emotional situations:

Written by David Alssema

Angry

This client will may not listen, negotiate or act in accordance to requests. You need to disarm the anger before providing solutions. This will help the solution be carried out and have greater success.

• Start by mirroring volume level then reduce volume in your own voice to a lower level
• Slow down your own tempo to help the client breathe
• By asking the client to act for you they may feel they are contributing to the quicker release
• Ask the client questions that you know the client has the answers to

Upset

This client is emotionally upset. Speech will be irregular, strong emotion, and will be inactively involved. If angry-upset you may have more re-action but may be uncontrollable.

• Help the client think about the positives and keep the mind off the negatives 
• Ask the client to act for you, this will help them feel as they are helping 
• Be stern and confident in your speech to increase confidence and not nervousness 
• Ask questions to help client become happier and more enthusiastic 
• Start off slow in conversation, mirroring tonality then increase speed a little to help client follow 

Confused

This client is emotional due to irregular or inefficient knowledge. It could be the whereabouts, the details of the current situation, or the communication that could be causing the confusion. Identify the reason for confusion and provide a solution by using the following:

• Use your tonality to reassure that you are informed and able to help
• Have the client repeat back information to you to help them understand that they know exactly where they are or what is happening

Annoyed

This client is annoyed at the situation and should be treated with care. If annoyed or irritated the client can change to angry only by adding volume. Use your tone to help prevent this from happening.

• Do not have the client repeat things more than once as this will only add to the emotion

Tired

This client will be speaking slower than normal, slower to react and depending on the lack of sleep possibly irritable. Not everyone speaking slower or reacting slower is tired though. Be careful when suggesting emotions to the client as you don’t want them to take it on board. If the client states they are tired, upset or angry this allows you to acknowledge it.

Cultural

This client will communicate different depending on emotion. In an emotional state many cultures or Non-English clients may result back to their original and first language. Tips for these situations are below:

• Ask questions with smaller, simpler words
• Have the client repeat back yes or no rather than open ended answers
• Use numbers, and main English wording
• Use wording that the client understands or uses as this will help communicate
• Do not yell, or raise volume as this will prevent clear communication
• Ask the client to speak slower or clearer for you to help

Frustration

This emotion is due to personal ability. The client may feel frustrated as they cannot control the situation they are in. Frustration is normally short abrupt bursts, and sighing. Shorter tuts, noises and hesitation may also show frustration.

• Ask the client to act for you as they will feel as if they are changing the situation
• Have the client read the information to you or relate what is on the product, this will help them again act and not feel so helpless
• Use your tone to confirm that you are interested and a positive helper

Crazed

Normally fast speaking, fast acting, less thinking. Some tips on handling crazed clients are:

• Ask many questions that you know are heading you in the right direction
• Word things very carefully as with wrong words, wrong results can take place
• Be specific for specific results

Click the following links for more information on our training in Emotion or Conflict Resolution or Customer Complaints.