Dialogue for Win/Win Outcomes Part 4

CREATE A POOL OF SHARED UNDERSTANDING

Most of the time, people have different perceptions of the same event or situation.  It is through our communication that we attempt to help others understand our point of view.  We try to overcome the differences in our perceptions.

If we believe that only our point of view is correct, and we try to convince others that we are "right" and they are "wrong," we set up resistance and power struggles.  Rather, creating a pool of shared understanding includes getting assumptions, points of view, and inner experiences out into the open and searching for a common reality.

ARRIVING AT A WIN-WIN OUTCOME

We need to create a mindset of win/win.  Rather than viewing people as enemies to be conquered or objects to be manipulated for our benefit, we see them as real human beings with needs, feelings, and aspirations similar to our own.   We have a mentality of abundance rather than scarcity and are willing to share recognition, opportunity, and power, trusting that these will be reciprocated to us.  One person's success does not detract from our own.  We recognize what we have in common and that, in the long run, we will succeed or fail together.

Until next time...

 




Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/

Effective Complaint Handling Part 2

• Some Fast Rules
• The cost of satisfying a complaining customer is likely to be less than the cost of losing the customer
• Don’t make promises that you cannot keep
• Write down what you have agreed to do and then do it
• Customers – Perspectives, Perceptions & Expectations
• Reality & The Complaint
• The complainer may technically be wrong - but their perception is that he/she is right
•  Deal with facts and not opinions
• Make sure that you have all the facts before making a decision
• Understand that resolution is not always a matter of right and wrong
• Dealing With Perceptions
• You must understand that the customer's perception of the situation may be much different from yours
• Perception is closely linked with expectation
• Perception may have originated from initial contact
• with the organization
• with the marketing material
• with customers
• with the product
• Expectations are set up by the customer and depend on:
• past experience
• socio-cultural aspects
• education
• You cannot assume what an expectation is.  You need to ask questions and listen to determine what exactly it is.

Until next time...






Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/