Difficult conversations.
WHAT TO DO FIRST
Let them finish Acknowledge the problem specifically Do not defend before understanding
WHAT USUALLY UNDERLIES IT
Their business is affected and they feel powerless.
WHAT CALMS IT
Being taken seriously A clear statement of what is happening A timescale
WHAT ESCALATES IT
Defensiveness Technical explanation instead of action Silence Being passed around
WHAT TO SAY
"I can see the site is down. I am looking at it now and will update you within the hour."
Specific, actionable, with a commitment.
THEN MEET THE COMMITMENT
WHAT NOT TO DO
Match their tone Argue about whose fault it is Promise what you cannot deliver
FOR ABUSE
You may end the interaction.
"I want to resolve this and I cannot continue if you speak to me that way."
WHAT TO DO AFTERWARDS
Follow up when resolved Consider whether something in your process caused it
WHAT TO PROTECT
Your staff, from abuse.
