Quote:
Originally Posted by enkeivette
My name is Clint.
You both make good points, I prefer a hybrid approach. Let someone know they messed up without accusing and still being friendly. Best of both.
|
Totally different field. But we've actually "fired" customers who were perpetually problematic. We're now implementing a CRM (Customer Relationship Management software) to better journal and track discussions, etc. I prefer documented conversations. They help shutdown problems with inventive memories.
I might post about it elsewhere, but there is this form of communication that's pretty interesting, sort of getting into it. It's called NVC (Non-violent communication). It basically focuses on de-escalating conflict and focusing on trying to gain a mutual understanding of needs, rather than the usual ratcheting up of accusations. It's not easy, and may not always work with someone who is pathological, or just plain hell bent on being an asshole, but I think there's a lot to recommend it.