1. Stranger conflict
Interpersonal conflict is a very common social phenomenon, referring to the tension between two or more members of the organization due to their differences. Interpersonal conflict occurs between individuals and is the basis of intergroup and organizational conflict. Difference is the main feature of the existence of different things and is also the direct cause of differences and conflicts between the two sides. These differences may be differences in values, differences in goals, or differences in cognition, and differences between strangers tend to be greater. When these differences appear and quickly amplify the impact in a short period of time, it will lead to conflicts in interests between the two parties, which will cause negative emotions in the individual, such as distrust, fear, rejection and anger, which will easily lead to a decisive battle state of tit-for-tat and death.
It is not terrible to have conflicts between strangers. The key is how we should debug our psychological state at the moment and afterwards. If conflict is regarded as a carrier of shame and negativeness, then self-blame, anger, and annoyance will also arise. However, if we look at the nature of the conflict and the impact it brings to both parties, we believe that our handling methods and emotions will change subtly.
So, how to master the corresponding psychological skills to help yourself overcome this conflict? First of all, we must understand what changes in each other's psychology occur when conflicting with strangers, so as to better prescribe the right medicine; secondly, we need to understand why we conflict with strangers and how to grasp the distance between people properly; finally, we urgently need to understand what aspects of ourselves should be improved in order to minimize conflicts and even avoid them in advance, so as to better protect ourselves.
2. Customer complaints
is not easy to handle customer complaints.
On the one hand, since it involves different departments and personnel, internal relations must be coordinated and a unified reply is given to customers, which is more complicated to handle; on the other hand, for customers whose conflicts have intensified, it is necessary to not only comfort customers, but also solve the matter well and maintain the company's reputation. The difficulty can be imagined. Not only does it require a gentle mentality of "soldiers come to block the generals, and water comes to cover the earth", but it also needs to trace the root cause, analyze the causes of customer complaints, and find the problems and gaps in the service from the source. The core lies in the analysis of customer complaint psychology, so that we can prescribe the right medicine and make a difference.
customer complaints are more due to the inconsistent product with expectations, which creates an imbalance mentality, which in turn creates negative emotions such as helplessness, anger, and anger. These emotions need to be seen and caught, and the customer service staff is usually thought of quickly, so the conversation usually starts with an angry tone. What customer service staff need to know is that this is the customer's anger at the company and product, not targeting him personally. With this sober understanding, you will not feel resistant when facing customers. You will hold up the umbrella of self-protection at the beginning of the conversation.
Therefore, it is not that difficult to deal with customer complaints. First, let the customer vent his emotions completely. Only after these attacking emotions are vented can the customer slowly calm down and feel understood and valued; second, to address the customer's problems, quickly propose reliable solutions, so that the customer can experience an anticipated sense of security and make the customer's waiting less painful; finally, customer satisfaction feedback is required for the processing results, and if necessary, customers can be given spiritual compensation and rebuild each other's trust.
3. Responsibility Dispersion Effect
Responsibility Dispersion Effect is also called the bystander effect. It means that for a certain thing, if a group is required to complete the task together, each individual in the group will have a weak sense of responsibility and will often retreat when facing difficulties or encountering responsibilities.
This is because if only one person present can help, he will be soberly aware of his responsibilities and provide help to the parties involved; if he refuses to save him, he will feel guilty and guilt, which requires a high psychological price.If many people are present, everyone will share the responsibility for helping the parties, resulting in dispersion of responsibilities and everyone will share very little responsibilities; bystanders may not even realize their own responsibility, which will create a mentality of "I won't save you, but others will save you", which will lead to a situation of collective indifference.
4. Emotional intelligence
is referred to as Emotional intelligence . This concept was proposed by Peter Saroway from Yale University in the United States and John Maire from University of New Hampshire . Harvard Psychologist Daniel Gorman Define emotional intelligence as: the ability to understand one's own feelings, control impulses and anger, deal with things rationally, and maintain a calm and optimistic attitude when facing tests.
The level of emotional intelligence is an important factor that determines whether a person can succeed, and directly affects a person's overall mental health status.
Saroway believes that emotional intelligence is mainly reflected in the following five aspects:
1. Understanding one's own emotions: Understanding one's own emotions means being able to recognize one's feelings, emotions, emotions, motivation, personality, desire and basic value orientation, etc., and using this as the basis for action.
2. Properly manage your own emotions: Properly manage your own emotions means being able to understand and coordinate yourself with your own experiences such as happiness, anger, fear, love, surprise, disgust, sadness, anxiety. For example, self-comfort and take the initiative to get rid of anxiety and uneasiness. Some people have found that when you are in a bad mood, you can use these methods to adjust your emotions: correctly identify what the problem is that upsets you; find out the cause of the problem; and take some constructive actions.
3. Self-motivation: Self-motivation refers to the self-stimulation and persuasion at any time when facing the goals you want to achieve, and always maintain a high degree of enthusiasm, concentration and self-control. In this way, you can have a high level of efficiency.
4. Cognitive emotions of others: Knowing emotions of others refers to being able to put yourself in the shoes of others and quickly make intuitive judgments. Understand other people's emotions, temperament, motivations, desires, etc., and be able to respond moderately. In interpersonal communication, we often make judgments based on the other person's language and tone, speed of speech, expressions, gestures, postures, etc. These are the ways of expressing emotions and emotions that often really reveal. Therefore, it is often these key information that can capture people's true emotions and emotions, rather than what the other party "says".
5. Properly handle interpersonal relationships: The management of interpersonal relationships refers to the art of managing other people's emotions. A person's popularity and interpersonal harmony are all related to this ability. Those who are well versed in interpersonal relationships are easy to make friends and are understanding, good at judging their inner feelings from other people's expressions, and good at experiencing their motivations and ideas.
5. Key points for handling customer complaints
1. Acknowledge the error but don’t defend too much
Too much defense may indicate that the company wants to hide something or is unwilling to fully disclose the entire situation.
2. It shows that you are aware of the problem from the perspective of every customer.
. Looking at the problem through the eyes of the customer is the only way to understand where they think the problem is and why they are upset. Acceptors should avoid easily drawing conclusions with their own explanations.
3. Identify the customer's feeling
recognizes the customer's feeling in acquiescent or explicit manner ("I can understand why you are so unhappy"). This action helps build rapport and it is the first step in repairing a hurt relationship.
4. Explain the steps required to resolve the problem
Tell customers how the company will plan to act when it is impossible to resolve the complaint on the spot, which can indicate that the company is taking correction measures and also sets customers' expectations for the progress of time (so don't over-commit).
5. Let customers understand the progress
No one likes to be abandoned in the dark. Uncertainty leads to anxiety and tension, and if customers know what is happening and receive regular progress reports, they will be more likely to accept deferrals in the processing process.
6. Consider compensation
When customers do not get the results of the service they spend money to purchase, or encounter serious inconvenience, or suffer loss of time and money due to service errors, the correct way is to pay money or provide similar services to them. This approach may also help reduce the risk of annoyed customers taking legal action.
6. Ecosystem theory
Ecosystem theory believes that the environment is regarded as a mutually related structural system, from the inside out, one layer-to-one layer, and one layer-to-one structure system. Each layer of the environment and people have a two-way and interactive relationship, and both have an important impact on psychological development. However, as time goes by, the human ecosystem will continue to change, and the impact it brings is constantly changing.
