Avoiding ConfrontationsMay 4th, 2011 | By Editorial Staff | Category: Tow Tip
How do you de-escalate a confrontational situation? Here are some tips from Ron L. Brown, president and chief executive officer of CSI Group in Oklahoma City, Okla.
• Always start your sentences with I not you, as in “I am here to pick up your vehicle for the lender.” Not “You need to give me your car, the lender wants it repossessed.”
• Never try to reason with an angry person. Agree with them. (“I understand how you feel, and agree with you 100 percent.”)
• Do not threaten or attempt to intimidate. Remain firm but empathetic with the consumer’s problems.
• Treat the consumer the way you would like to be treated if the roles were reversed.
For more information on dealing with confrontational people, see Ron L. Brown’s feature article “Confrontational Avoidance Techniques” in the Tow Times May issue.