From the course: Delivering Bad News to a Customer
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Acknowledge concern when giving bad news
From the course: Delivering Bad News to a Customer
Acknowledge concern when giving bad news
- Psychologists talk about what they call the communication chain. The communication chain explains that people expect a response when they send a verbal message. A communication chain begins with the first message. If there is no response to the link, the chain breaks. When the chain breaks, a person moves to the right emotional brain. The right side of the brain processes emotions like fear, joy, dread, shock, love. After giving bad news if you fail to acknowledge your customer's concerns, you force them into the right side of their brain where they may feel frustrated, angry, or confused. You want your customer to use their left brain or logical side to get the best results. You don't want your customer's emotions to control them after you've just given them terrible news. Acknowledging the customer's concerns keeps the conversation moving forward by moving the customer to the left or logical side of the brain.…
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