Working With the Public – Be Your Best Self!

Dealing with the general public every day can be rewarding and fulfilling. 

It can also come with its fair share of challenges—especially when people are angry, stressed out, or uncooperative. While in these situations, it’s vital that we, as a public-facing staff, strive to be empathetic and convey a sense of understanding.

The good news is that all frustrated people have one thing in common: they want to be heard, they want to have their situation understood, and most importantly, they want to be helped. 

In other words, they will likely seek a little empathy from you!

Step One – Stay in Your Zone and Remain Calm

Remaining calm when someone is yelling at you is easier said than done! But if you come to understand that the person is most likely not specifically angry with you, then chances are good that you will be able to remain relatively calm. 

Try not to focus on the tone of voice or body language. Instead, pay attention to the information—this is what matters. Breathe deeply and listen. Maintain a comfortable distance (physically and emotionally).

The Art of Diplomacy

Although likely, the situation you find yourself in is not your fault; diplomacy is still your responsibility as you are the face of your organization at that moment. You may need to apologize for the situation the customer finds themselves in. You’re not necessarily apologizing for any mistakes (especially if there aren’t any). Still, you are showing the person you are regretful about things have escalated to the degree they have if, in fact, they have.

Showing a little empathy—that you understand the situation is far from ideal—(and that you would have likely been as upset if the tables were turned) will go a long way in keeping an escalated situation from worsening. There is an almost instant calming effect when an upset person sees they are being heard, understood, and treated respectfully.

Sometimes customers want to be heard and have their feelings validated. Remain quiet as they express their frustration—even if you feel like you are being personally attacked. The situation is unlikely to improve if you interrupt and do not allow the person to say what they feel the need to say. Be patient and wait your turn. You’ll be glad you did.