When you need to pre-empt an escalation in aggression with a customer, reframe the conversation using the three steps politicians and CEOs use for damage control and to control the message.
Explain:
Here’s what we know
Here’s what we’ve done
Here’s what’s next
When you use these steps, you’ll reframe the problem, create calm, and be in control of the conversation. I walk you through the three components of framing, and I give an excellent example of the technique in this video.
I pulled this 4-minute video on the Reframe step from my De-escalation training so you can have a quick teaching method to share this 3-step method with your team. If you find you need more help with de-escalating, consider my online de-escalation class.
