Alex Moll replied to the topic The negative nellies… in the forum Communications, Citizen Engagement, Customer Service 8 years, 2 months ago
My process: acknowledge, sometimes validate, understand where the person is coming from; oftentimes, people just need to vent, but it may be at an inappropriate time or place. Still, it’s better to address it rather than avoid it and hope it goes away. Sometimes discussions need to take a pit stop to address a deeply rooted cocern or fear that might emerge as anger. Though reactionary responses are annoying, it’s important that people feel they are heard. Once they do, then they listen.
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