Issue 060: Can You Tame a Toxic Conversation?
Thank you for the incredible response to last week’s Bounce-Up™ Chronicles. From the emails, tapering time with toxic people resonated with many. Several people shared their realization that people close to them zapped their energy regularly.
Guarding your positive attitude is crucial to success. Consider this: Optimistic sales pros outperform pessimists with better selling skills by 57 percent. Mindset is everything.
It can be hard to taper time with peers, challenging customers, and relatives. So, what can we do when we can’t taper our time with them? First, we can tame toxic conversations.
Don’t React, Respond
Derogatory comments can make you feel like you’re not measuring up. So instead of focusing on what someone said, focus on your reply. These true-and-tried responses go from mild to direct.
“That’s an interesting perspective.”
“I’m sorry you feel that way.”
“That’s what I love about our nation. We can have our own opinions.”
“How did you come to that conclusion?” (Good one for challenging customers)
“That’s unacceptable.”
After you respond, smile, excuse yourself to get a drink, or take a bio break. Because it isn’t your issue, it’s their issue.
Do Offset Negative Attitudes
Be proactive to keep your environment positive. Offset a pessimistic attitude with these simple steps.
Skip the typical “How are you?” when you know you’ll get doom and gloom.
Push for good news. “I’m so excited about my good news. First, I’d love to hear one ‘good thing’ that has happened to you?” By announcing you have good news and asking about theirs, they will focus on what they can share.
Put on the Brakes Before It Starts
There are certain people that a simple “hello” opens the door for an eruption of complaints. Sidestep it before it starts.
A quick hello followed by “I’m going to grab a water bottle or beverage. Would you like one? When I come back, remind me to tell you about something new (or what happened today).” You’ve enticed curiosity, and drinking a beverage releases dopamine, a happy chemical.
When you return, jump right into your positive dialogue. It can be as simple as “We have a new product that YOU will like.” Or “I’m so grateful for what happened today.” Or “I’m grateful to have you as a customer (coworker, etc.).”
Segue to the Desired Outcome
For challenging customers, you can use a variation of the following questions. Questions give you the opportunity to move a customer’s focus in a positive direction--his desired outcome.
“Do you know someone who has something similar to what you want? Describe it, please.”
What are you willing to try to (mention desired outcome)?
Bounce-Up™ Momentum
Being prepared with proactive communication will help tame the toxic conversations.
How can you use these tactics to create a positive environment?
Would one of these questions have helped in a recent conversation?
What one will you implement first?
Mj Happenings
In this fun episode, Assess Your Situation and Goals, then Problem Solve and Grow, I shared some business mistakes with Jeff Koziatek, host of Breakthrough Moments Podcast. Learn from my mistakes. 😊
I have a six-step process for handling challenging customers that I can bring to your organization. If this is an issue for your company, email or call me today.
Until next time, Power-Up, Play-Up, and Bounce-Up™!
Mj
