When conversations are hard.
WHAT MAKES USERS ANGRY
Being unable to work Being ignored Being blamed Repeated failures Feeling unimportant
WHAT TO DO
Listen fully without interrupting Acknowledge the impact specifically Explain what you will do Do it
WHAT NOT TO DO
Defend the organisation before acknowledging Match their tone Argue about the facts of their frustration
WHAT TO SEPARATE
Their frustration from you personally.
WHY
It is almost never about you.
WHAT TO DO IF ABUSE OCCURS
State calmly that you want to help and will continue when the conversation is civil.
WHAT TO ESCALATE
Anything beyond your authority Anything that becomes abusive Anything where you are being asked to bypass a control
WHAT TO RECORD
What was said and agreed, factually.
WHAT TO DO AFTERWARDS
Follow up, as promised.
WHY
Reliability after a difficult interaction repairs it more than anything said during.
