Managing Conflicts

Managing

how to de-escalate situations like a superhero

2024

nº1

$12

MSR Training

Conflicts

Think of a time when you had anegative customer service experience.

Now, Think of a time when you had a positivecustomer service experience.

one?

How did it make you feel?What did the representative do that made it a positive experience?

How did it make youfeel? What made it negative?

HOW WILL OUR HEROES SAVE THE DAY? rEAD ON TO FIND OUT!

Sometimes, things don't go so smoothly. Conflict, although rare, is inevitable. Knowing how to handle it is key to your success!

It's about building trust, maintaining relationships, and solving problems.

Being an MSR is about more than just transactions.

LEt's talk a little bit about escalation. When someone is escalated they may feel...

Shocked

nervous

frustrated

annoyed

confused

angry

When you're escalated, it's much harder to solve problems, make decisions, or think logically.

tHINK ABOUT IT LIKE THIS, HAVE YOU EVER been told TO "CALM DOWN" AND IT HAd THE OPPOSITE EFFECT?

lET'S TAKE A LOOK INSIDE THE BRAIN TO SEE WHAT IS ACTUALLY HAPPENING WHEN SOMEONE IS ESCALATED.

I know I have...

or

threatened

unsafe

disrespected

embarrased

It doesn't matter if it is a real fire, or burnt toast. The alarm reacts the same way.

This is the amygdala. It is a tiny part of the brain that controls the flight or fight response.

The amygdala is like the fire alarm. The amygdala is triggered when someone feels

Imagine a fire alarm goes off in your home.

or

threatened

unsafe

disrespected

embarrased

This is the Prefrontal cortex. It is a large part of the brain that controls logical thinking, problem solving, and decision-making.

It doesn't matter if it is a real fire, or burnt toast. The alarm reacts the same way.

This is the amygdala. It is a tiny part of the brain that controls the flight or fight response.

The amygdala is like the fire alarm. The amygdala is triggered when someone feels

Imagine a fire alarm goes off in your home.

When the amygdala is triggered, it takes over the brain. the prefrontal cortex "shuts down" because the brain priortizessurvival over rational thinking.

Being able to recognize and label emotions based on the behavior is criticaLTo de-escalation.

sO WHEN SOMEONE IS ESCALATED, THEY'RE PRIORITZING SURVIVAL. It's our job to help shift their brain from the amygdala takeover!

Directions: You will examine situations that a member might find themselves in. You will identify what emotions that member might be feeling, and then what actions you might see.

What is Escalation?

Why was I charged a $35 overdraft fee?!I never agreed to this!

You Probably spent more than you had. That's how overdraft fees work.

*sigh* It's a standard fee. Everyone gets it if their account goes negative.

Why was I charged a $35 overdraft fee?!I never agreed to this!

Are you kidding!?that's not the point! I didn't know I could get charged like this!

You Probably spent more than you had. That's how overdraft fees work.

Ugh. It's just policy. There's nothing I can do.

Why was I charged a $35 overdraft fee?!I never agreed to this!

*sigh* It's a standard fee. Everyone gets it if their account goes negative.

Are you kidding!?that's not the point! I didn't know I could get charged like this!

you're not even listening I want this fixed. Now!

You Probably spent more than you had. That's how overdraft fees work.

This is ridiculous! I am closing my account!

Ugh. It's just policy. There's nothing I can do.

Why was I charged a $35 overdraft fee?!I never agreed to this!

*sigh* It's a standard fee. Everyone gets it if their account goes negative.

Are you kidding!?that's not the point! I didn't know I could get charged like this!

Glad he's gone. When is my next break?

you're not even listening I want this fixed. Now!

You Probably spent more than you had. That's how overdraft fees work.

Why was I charged a $35 overdraft fee?!I never agreed to this!

Welcome in! How can I H-

Why was I charged a $35 overdraft fee?!I never agreed to this!

Welcome in! How can I H-

I understand You're concerned about an overdraft fee that you didn'tknow about.

YES!!!! I had no idea this could happen!!!!

LEt's take a look at your account together and see what we can do for you.

Why was I charged a $35 overdraft fee?!I never agreed to this!

Welcome in! How can I H-

Wow, I'm sorry. I completely get how frustrating unexpected fees can be.

I understand You're concerned about an overdraft fee that you didn'tknow about.

YES!!!! I had no idea this could happen!!!!

LEt's take a look at your account together and see what we can do for you.

Here's what I can do, I'll waive this fee today, and help you set up alerts, so this doesn't happen again.

Wow, thank you. I appreciate that.

Why was I charged a $35 overdraft fee?!I never agreed to this!

Welcome in! How can I H-

Wow, I'm sorry. I completely get how frustrating unexpected fees can be.

I understand You're concerned about an overdraft fee that you didn'tknow about.

YES!!!! I had no idea this could happen!!!!

Now that you've read both scenarios, compare and contrast them. What did our MSR do wrong in the bad scenario? What did the MSR do in the good scenario?

I understand You're concerned about an overdraft fee that you didn'tknow about.

Listen & Repeat: The MSR listened carefully, and repeated back what the member said. Repeating the information allows you to ensure you have all the correct information, and allows the member to correct you if needed. It also helps the member feel heard.

Step 1:

Let's take a look at the three step strategy this MSR used to descalate the situation.

Wow, I'm sorry. I completely get how frustrating unexpected fees can be.

Empathize and Apologize: In this step the MSR apologizes, and then empathizes with the member, putting themselves in their shoes.

Step 2:

Let's take a look at the three step strategy this MSR used to descalate the situation.

LEt's take a look at your account together and see what we can do for you.

Reassure & Resolve

Step 3:

Let's take a look at the three step strategy this MSR used to descalate the situation.

one?

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INDEX

Write your responses down in a notebook, document, or paper.

Either discuss your responses, or write your responses to each on sticky notes, and post them on a wall to compare.

irections

If you are by yourself

If you're in a group