What to Say in Awkward Situations

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8. That whole, “hug or kiss on the cheek, shit this turned into a real kiss” confusion

i0.wp.com That kiss on the cheek is presumptuous and only leads to kissing less “chic” individuals with a kiss on their neck that they did not want.

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2. Practice Confidence

Learning to project confidence is an excellent way to deal with awkward situations. Since no two awkward situations are alike, knowing how to transition depending on your situation is key. Practice having more conversations with strangers, striking up a conversation yourself, or making new friends to help you get used to unexpected social situations. If you’re still feeling at the mercy of awkward situations, don’t underestimate the power of faking it till you make it.

5. Calm Your Nerves

Much like using self-talk to keep yourself focused, calming your nerves can help you through awkward situations. Taking a sincere step to being focused and in control during an awkward situation can put you in a better place to respond. Try some easy breathing techniques to help keep your heartbeat down and your palms dry. If you can keep calm, you’ll be much quicker to recover the situation.

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2. You cant get a word in edgewise

Some customers are so caught up in their issues, their business or themselves, they dominate conversations — even when they’ve contacted you to get an answer or solution.

It can be unsettling to work with customers who won’t let you get a word in when they jump from need to need or, worse, complaint to complaint. Of course, you don’t want come across as aggressive when you need to be assertive.

So try this approach: “I want to hear everything you need to tell me. After that, I hope you’ll be able to take the time to do the same for me.”

5. A customer loses control of his emotions

When customers become so angry that they’re cursing, demeaning or belligerent, it’s more than awkward. It makes things difficult for customer experience professionals.

When an awkward situation escalates, try one of these approaches:

  • “What has you most frustrated?” This gets the customer to focus on the heart of the problem — and helps you move quickly toward the proper resolution.
  • “This is quite a situation. Tell me what has made you the angriest.” This will uncover the act or detail that needs to be addressed first. Then apologizing for the main issue will show you care about the same thing — the problem and it’s solution.
  • “What has you most concerned at this point?” This question leads to the future. The issue at hand usually has potential consequences down the road. You can quickly defuse anger if you uncover the potential issues and prevent them.

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