Verbal communication with the development of the Internet is given to a modern person more difficult and difficult. Just as, practically, the attempts of mankind have nullified to support the epistolary genre, reborn into short one -faced phrases, referred by SMS, ICQ and other current means of communication. Emotions that should be expressed in voice and gestures are visualized by smiles. A rare exception is communication with friends and loved ones.
But sometimes we just have to communicate with the phone, and for important matters or with the aim of getting any information. Here our gaps pop up in the ability to clearly formulate their thoughts in words.
Consider an example when you have to apply by phone with any complaint. This situation was chosen for the reason that it initially implies a certain psychological tension.
First, even before talking, decide what the purpose of your call. Formulate the problem, select the arguments – you should initially feel confident and not get rid of the dominant position, but do not switch to increased tones. Be sure to say hello and introduce yourself, first of all, these are banal rules of good tone, and, in addition, you initially set up an opponent for a calm conversation, and not to squabble – as if you “start the threshold” without justifying them without justifying them or even worse – scream. After greeting, set out the essence of the problem, as well as your position on this subject. If we are talking about the preparation of documents, eliminate any defects or the implementation of work, ask to name the exact deadlines for their implementation, if about financial compensation, what is the basis and amount.
In no case do not proceed to rudeness, even if the truth is on your side, but they refuse you or begin to be rude in response. In case of refusal to satisfy the claim, ask to justify such a decision, if they cannot give you a clear explanation, then it is also restrained to contact you or give contact details of the head of the organization’s unit in which you are contacting. Open rudeness on the part of the operators is now increasing less and less, since organizations taking care of their reputation began to pay more attention to the behavior of their employees and often monitor negotiations in their call centers. But if you are still offensive expressions from the dispatcher, it is better to record this part of the conversation, for example, on a recorder. Next, continue the discussion with this person in this case, you should not, including threaten with any sanctions-with this you only provoke a new wave of indignation. Firmly ask you to connect you with a higher person, which, as a rule, is more interested in that his unit (department or service) does not look negative in the eyes of the leadership. In case of refusal, it is better to send your claim or a written complaint in the name of the head.