for example, you could say things like, ‘What Request specific feedback to criticism: specifically did I do that you were in my shoes, what would you do differently …’, ‘If not about your concerns you give me some specific …’, ‘I’m sure I’m clear …’, ‘Can examples?’. Avoid negative triggers To successfully resolve confrontation, you need to use language that expresses your desire to work in partnership with the complainant to find a solution. Negative triggers have the effect of setting up roadblocks to, or shutting down, discussion. They make it harder, not easier, to find a solution. The table below shows some negative triggers and some positive alternatives. Negative Triggers Positive Alternatives our policy to what we can do It’s Here’s I I can can’t No, I know No, I know don’t don’t But And You should have I understand why you you I can see why Why didn’t The only thing we can do The best option I think Sound helpful Address the complainant by name, use a tone of voice that sounds helpful and ask the complainant to help you. For example: I am not clear about the issue you are raising. Can you identify ‘Ms …, the precise issue you are concerned about and what you feel needs to happen, so I can investigate the issue on your behalf?’ Delay action to provide ‘time out’ By not taking action immediately, you give yourself and the complainant ‘time For example, you can say things like, I think we need some more out’. ‘Ms..., information before we can move any further …’. Other resources Ombudsman to deal with in Complaint Victoria, ‘How challenging behaviours’, handling guide for the Victorian Public Sector, at: Better Health Channel, Stress, at: Better Health Channel, Workplace conflict, at: www.betterhealth.vic.gov.au/bhcv2/bhcarticles.nsf/pages/Workplace_conflict
Request specific feedback to criticism: for example, you could say things like, ‘What specifically did I do that …’, ‘If you were in my shoes, what would you do differently …’, ‘I’m not sure I’m clear about your concerns …’, ‘Can you give me some specific examples?’. Avoid negative triggers To successfully resolve confrontation, you need to use language that expresses your desire to work in partnership with the complainant to find a solution. Negative triggers have the effect of setting up roadblocks to, or shutting down, discussion. They make it harder, not easier, to find a solution. The table below shows some negative triggers and some positive alternatives. Negative Triggers Positive Alternatives It’s our policy to Here’s what we can do I can’t I can No, I don’t know No, I don’t know But And You should have I understand why you Why didn’t you I can see why The only thing we can do The best option I think Sound helpful Address the complainant by name, use a tone of voice that sounds helpful and ask the complainant to help you. For example: ‘Ms …, I am not clear about the issue you are raising. Can you identify the precise issue you are concerned about and what you feel needs to happen, so I can investigate the issue on your behalf?’ Delay action to provide ‘time out’ By not taking action immediately, you give yourself and the complainant ‘time out’. For example, you can say things like, ‘Ms..., I think we need some more information before we can move any further …’. Other resources Ombudsman Victoria, ‘How to deal with challenging behaviours’, in Complaint handling guide for the Victorian Public Sector, at: Better Health Channel, Stress, at: Better Health Channel, Workplace conflict, at: www.betterhealth.vic.gov.au/bhcv2/bhcarticles.nsf/pages/Workplace_conflict
guide12confrontation.docx