"We all have disputes and disagreements from time to time with
customers, clients, vendors, and family.
Here are the simple techniques to effectively calm the other
person, reason with him, and get him on your side.
FIRST, let the other person speak -- without interruption.
While he is speaking, really listen with the primary objective
not being to out-argue him ... but to understand his position and
point of view.
Wait until he is done talking. Then you may speak.
SECOND, speak calmly, not aggressively or loudly. Control,
contain, and do not express anger or irritation.
THIRD, repeat back to him his major points to make sure you
understand him. For instance: "George, you are saying that
maintenance does not keep the shop floor clean of dirt and
grease, which puts you at risk of a slip and fall -- is that
right?"
FOURTH, ask the other person what he wants from you. If it is in
your power and a reasonable request, promise to do it -- then do
what you promised.
FIFTH, it someone has to come out slightly ahead on the
negotiation, let it be the other person.
That way, especially if you are dealing with a customer, the
goodwill you have built by putting his needs first will be repaid
to you in spades."
