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Defusing an Argument
Welcome to Audio Learning from Assemble You.
It’s no secret that service-industry jobs can be full of uncomfortable encounters. People who work in hospitality, tourism, and retail jobs are likely to experience stress as a result of disagreements with customers. Learning how to defuse an argument is a valuable skill, especially when it means that you can protect your short-term and long-term health.
But why do arguments happen?
Rising tensions, broken promises, and personal issues can all cause a customer to raise their voice and cause a disruption. One study from the Institute of Customer Service found that 56% of the customer-service employees surveyed experienced ‘increasing levels of hostility’ during the COVID-19 pandemic.
As we can see, arguments can happen for any number of reasons. Unfortunately, there is no way to avoid conflict in customer-facing positions. The only solution is to assess the situation and react appropriately.
- Identify why arguments occur
- Establish how to stay calm in stressful situations
- Examine why physical and verbal communication is important
- Develop your knowledge of de-escalation techniques
People in customer-facing, service industry roles who want to de-escalate stressful situations.