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3 Steps to Avoid a Bad Conversation - NICE Systems - ContactCenterWorld.com Blog

3 Steps to Avoid a Bad Conversation

Conversation is a two-way street and that road can occasionally be rocky, winding, or completely stagnant. When it is, the best thing you can do is take a step back and listen.

In a past interview with tastytrade, Mattersight CEO Kelly Conway shared some personality-based tips for being a better listener. The next time you find yourself in a conversation that seems to be heading in the wrong direction, keep this always-relevant, three-step plan in mind.

Step #1: Tune into the “How”

A great conversation is about what’s being said. In a less-than-great conversation, it’s how things are said that matters. Identifying someone’s personality style is the first step in salvaging your conversation with them, because it gives you an immediate understanding of their needs and motivations. Personality style comes through in tone, tempo, syntax and grammar, and if you know what to listen for, it’s easy to spot.

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Step #2: Look Out for Distress

Distress is the state we go into when things are important, uncertain, or unknown — and can often be the demise of conversations. Because distress looks different in different personality styles, however, it’s not always clear when and why a conversation is going south. Is the person you’re talking to getting flustered? Are they becoming hypercritical? Are they being too specific? Distress patterns like these are a red flag that a person’s psychological needs aren’t being met. Until they are, the conversation likely won’t go anywhere.

Our language patterns and distress signals are like advertisements. They tell the world exactly how we want to be communicated with. If you want to get a conversation back on track, set your own preferences aside and give the other person’s advertisements right back to them. “If you do,” says Kelly, “you’ll have much more successful meetings and more success in selling and servicing customers.”

Step #3: Give Back What You Get

Our language patterns and distress signals are like advertisements. They tell the world exactly how we want to be communicated with. If you want to get a conversation back on track, set your own preferences aside and give the other person’s advertisements right back to them. “If you do,” says Kelly, “you’ll have much more successful meetings and more success in selling and servicing customers.”

Source: https://www.mattersight.com/blog/3-steps-avoid-bad-conversation/

Publish Date: May 14, 2018


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View more from NICE Systems

Recent Blog Posts:
Mattersight To Attend 19th Annual Customer Contact WeekJune 14, 2018
Personality Matters in CoachingMay 23, 2018
3 Steps to Avoid a Bad ConversationMay 14, 2018
How To Optimize Hold Time With Tailored NewsMay 9, 2018
Three Things We Learned After Analyzing 12,000+ Callers On HoldMay 3, 2018
Mattersight Attends Customer Contact Week 2018; Frank Suljic Joins Advisory BoardJanuary 29, 2018
Happy CX Day!October 3, 2017
How to Keep Your Contact Center Nose-Up During a CrisisApril 13, 2017
How Successful Brands Are Driving Customer Loyalty NowNovember 4, 2016
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