Handling situations

Handling Situations

PHRASES FOR SPECIFIC SITUATIONS

RESOLUÇÃO EFICAZ

SO IF UNDERSTAND CORRECTLY, YOU NEED...YOU ARE LOOKING FOR... YOU NEED TO... YOU'RE TRYING TO TO RECAP, YOU NEED TO...

Pedidos de desculpa

I apologise for this misunderstanding.I see where the confusion came from. Thank you for bringing this to my attention. Sorry for the mix-up. I apologise that my colleague didn't explain that.

Choice of words is important

FINDING SOLUTIONS

sound collaborative

• Let's find a solution for you
• I will look into that right away
• Here's what we can do to resolve this issue

• Let's correct this.

Empatia / Compreensão

Sorry this happened.I'll do my best to assist you. I understand your concern.

Tratar de queixas

• I appreciate your patience
• I'm sorry for this

• Please let me rectify

• We'll take care of you right away
• Please come to my desk.

You actually care about them

De-escalate

De-escalation Phrases in Public Service

De-escalate

De-escalation Phrases in Public Service

i'M TRYING TO HELP, BUT IF YOU KEEP SCREAMING AND SWEARING, I MUST ASK TO COME BACK LATER.

De-escalate

REGRETTABLY WE CAN'T FULFILL YOUR REQUEST RIGHT NOW, BECAUSE....

I'M TRYING TO HELP BUT YOUR MANNERS AREN'T HELPING

De-escalate

• Acknowledging the concern / Reconhecendo a preocupação

I understand your concern. Let’s see how we can solve this together.

• Compreendo a sua preocupação. Vamos ver como podemos resolver isto juntos. Offering assistance / Oferecendo ajuda

I will help you with this issue right away. Vou ajudá-lo com este problema de imediato.

• Requesting patience / Pedindo paciência

Please bear with me while I check your documents.Por favor, tenha paciência enquanto verifico os seus documentos.

• Explaining the process / Explicando o processo

If you follow these steps, we will be able to resolve the situation quickly.Se seguir estes passos, conseguiremos resolver a situação rapidamente.

• Calming a tense moment / Acalmando um momento tenso

I understand this is frustrating. Let’s work on a solution together.Compreendo que isto seja frustrante. Vamos trabalhar juntos numa solução.

• Offering alternatives / Oferecendo alternativas

If this document is missing, we can schedule another appointment.Se este documento estiver em falta, podemos marcar outro atendimento.

• Confirming understanding / Confirmando compreensão

I see your point. Let’s go step by step and resolve itCompreendo o seu ponto de vista. Vamos passo a passo e resolver isto.

• Polite reassurance / Reafirmação educada

Don’t worry, we will find the best solution for you.Não se preocupe, vamos encontrar a melhor solução para si.

• Offering follow-up / Oferecendo acompanhamento

If needed, I can call you later with an update on your request.Se necessário, posso ligar-lhe mais tarde com uma atualização sobre o seu pedido.

• Positive closing / Encerramento positivo

Thank you for your patience. We have now resolved your issue.Obrigado pela sua paciência. Agora resolvemos o seu problema.

THE END

Do you have an idea?

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight a specific phrase or fact that will be etched in your audience's memory, or even embed external content that surprises: videos, photos, audios... Whatever you like! Need more reasons to create dynamic content? Well, 90% of the information we assimilate comes through our sight, and we retain 42% more information when the content is in motion.

Do you have an idea?

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight specific phrases or data that will stay ingrained in the memory of your audience and even embed external content that surprises: videos, photos, audios... Whatever you want! Need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight, and we retain 42% more information when the content moves.