From the course: How to Handle Conflict and Escalations Before They Turn Legal
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Think of yourself as an escalation professional
From the course: How to Handle Conflict and Escalations Before They Turn Legal
Think of yourself as an escalation professional
Think of yourself as an escalation professional. I'd like you to step back and consider yourself an escalation professional. De-escalating is part of your job. You might be the president of a company or the general manager of a division. Executives handle major escalations regularly. You might be a mid-level manager who has a customer or vendor who feels aggrieved. Or you might even be a customer service employee who handles escalations every day. I'd like you to think of yourself as the hero who gets to help a person reach a good outcome. Even if the customer realizes that they were in the wrong and they give up on the outcome that they hoped for, if you're a professional throughout the process, they'll feel good about the result. As a professional, you're taking the right steps by embracing courses like this one and learning how to improve your ability to de-escalate delicate situation with ease and grace. As a professional, not only do you need to learn the skills of resolving…
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