A Starbucks barista. (Photo credit: Wikipedia) A cranky customer snaps at his barista, lodging an unjustifiable complaint about the service, the temperature of the drink…about anything and everything. He came into the store angry (and in pain from...
Have you mastered the "Latte Method" of responding to unpleasant situations? "We Listen to the customer Acknowledge their complaint, Take action by solving the problem, Thank them and Explain why the problem occured." Have your employees? This is a great basic tool for every person in an organization, not just front line employees. In fact, if this approach is to be genuine (important for any customer intereaction) then everyone must be practicing the steps in all situations where something goes wrong. I am sure you have seen the manager who refuses to acknowledge a problem much less any responsibility for the problem.
Peter Ubel make the point that these skills are essential to successful patient outcomes. More than doctors should take notice... any highly technical profession suffers the same pattern: Intense training on in depth technical aspects of work only to fail when involved in interactions where relationships carry equal importance to successful outcomes:
"According to audio recordings of interactions between patients with metastatic cancer and the senior oncologists...doctors respond appropriately to patients’ expressions of negative emotions less than one in five times."
Wow. If you are an engineer, chemist, programmer, etc... how much better are you than a doctor? Or for that matter, is your barista better at handling difficult people situations than you?