Managing Conflicts

nº1

$12

2024

MSR Training

Managing

Conflicts

how to de-escalate situations like a superhero

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

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

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?

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Being an MSR is about more than just transactions.

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

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

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

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

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

confused

frustrated

Shocked

angry

annoyed

nervous

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

I know I have...

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

Imagine a fire alarm goes off in your home.

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

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

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

unsafe

embarrased

disrespected

threatened

or

Imagine a fire alarm goes off in your home.

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

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.

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

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

unsafe

embarrased

disrespected

threatened

or

What is Escalation?

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

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

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.

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.

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

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.

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

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

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.

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

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

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

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

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.

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

This is ridiculous! I am closing my account!

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

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

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

Welcome in! How can I H-

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

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

Welcome in! How can I H-

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

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

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

Welcome in! How can I H-

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

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

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

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

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

Welcome in! How can I H-

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

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

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

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

Wow, thank you. I appreciate that.

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?

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

Step 1:

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.

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

Step 2:

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

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

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

Step 3:

Reassure & Resolve

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

irections

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INDEX

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VERSUS ·····················

SECTION ····················

25

TIMELINE ···················

FRAMES ·····················

QUOTE ·······················

MAP ···························

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12

15

28

IMAGE ······················

DATA ·························

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20

VIDEO ························

TEAM ·························

32

22

THANKS ····················

PROCESS ···················

irections

If you're in a group

If you are by yourself

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

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