Don’t take a student or colleague’s bad behavior personally. Try to see the situation from the other person’s perspective. Rather than judging, assume there is a reason for his or her actions.
Never respond to rudeness with rudeness. Rather, keep your cool, stay calm, and speak respectfully. Staying calm keeps you in control of the situation and you’ll feel better when you do.
Getting the student on your side will make it easier for you to interact with him or her. Try to establish a rapport and find common ground. Say something like: “This time of the year is so busy isn’t it? I sense that you’re in a hurry and I’m going to take care of this right away for you.”
If a student is upset or angry, respond with a phrase of empathy. Say something like: “I understand that you’re upset and I’m going to help you. Can you explain to me what you need me to do?” By using a calming voice and steady tone, you’ll help calm your student by showing compassion and concern.
Actively listen and pay attention to facial expressions and body language. Try to match your facial expressions to the student’s mood. In other words, don’t ignore a customer’s emotions, but rather show that you understand.
Do what you say you will when you say you will do it. Rather than making a promise you’re not sure you can keep, make an honest commitment that you know you can meet.
Good communication and service also involves using the appropriate tone of voice for the situation. Your tone of voice and how you stress words sends a powerful message to others. It isn’t what you say, but rather how you say it.
Make every interaction count! A pleasant, helpful, friendly and professional attitude makes a positive impact.