Are your frontline colleagues in danger of stress, feeling emotionally, mentally and physically drained?
How can you support frontline workers to manage difficult conversations with clients, customers and patients.
I have the greatest regard and respect for staff who deal with people face-to-face or on the phone all the time. I think they are a special kind of person, especially those who deal with people who may feel quite vulnerable.
However, frontline staff often have to control their emotions to do their job well and the emotional toll of having to 'surface act' and deal with people who are being rude or abusive can leave you feeling 'wrung out'.
Here are some tips to help you equip your team with essential communication skills
recognise that the outcome of the conversation is often impacted by the response that you give
build empathy with the person to help your understanding of the issues
develop excellent listening skills
build your own personal resilience and support others in your team
know when and how to say no.
Let's support frontline workers to keep doing the amazing job that they do by helping them navigate those difficult conversations.
To find out how Melbreck Associates can help you please contact us via the website https://www.melbreckassociates.co.uk/contact