Conflict Exercise 2

Conflict Exercise 2
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  • Joe's Office
  • Yes, exactly!
  • So what I'm hearing is that due to your recent breakup, you have been more easily triggered by others' behaviours sometimes. When customers and coworkers ask you stressful questions, it makes you angry and you think of your break up?
  • It is important for everyone to be able to deal with their triggers. Everyone deals with this differently although some common ways are to simply stop and take a deep breath and utilize the counselling services and options available here or even just come chat with me!
  • I understand
  • To prevent further customers from being upset with the service, let's talk about how even if we say one thing our body language may send another message. Since you have been feeling stressed from your home life, you have been standing at the cash with your arms crossed. The tone of your voice is very flat and monotone and you get angry at times. If you try to stand tall with your arms by your side then others will feel that you are more pleasant.
  • Okay thank you! I will definitely work on that!
  • It is important to actively listen to customers and react to their needs. When you do this, you can make sure to fully understand what others are asking for. When you listen to people, they feel more respected, just like how I did for you today!
  • Thank you for talking this issue through with me in a professional manner!
  • This is much better! Thank goodness I asked the girls in EMPR 220 what to do and intervened before the conflict escalated
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