Being assertive as opposed to being aggressive which involves plenty of eye – contact, standing erect, use of open gestures and a firm voice, plenty of confidence and self-assuredness. Diplomacy When explaining reasons why there are restrictions on liquor service to patrons you should always strive to do so in a diplomatic manner. Being diplomatic means being alert to the need to talk to the person in a sensitive way so the conversation demonstrated respect for them does not cause them embarrassment or of face’. ‘loss It relates to not what you say, but how you say it. Techniques to demonstrate diplomacy in these situations include: Using a suitable tone and volume never the customer, and never raise your – ‘lecture’ voice or shout at them Trying to talk to them on their own and not in front of other customers, their peers or – friends: people who are spoken to their own’ are more likely to: ‘on Pay attention to what you have to say Argue less with what you are saying when people are in front of – ‘confronted’ friends they are much more likely to argue with you and take issue with what you have to say Want to prove they are right and you are wrong. Advising the customer many people make the same mistake you are discussing with them they are not on their own, and this sort of thing happens all the time. – There is nothing for them to be worried or embarrassed about Thanking them for their time and understanding Offering another (non-alcoholic) product (where appropriate and legal) so they can remain on the premises and continue to enjoy themselves and still spend money.
Being assertive as opposed to being aggressive – which involves plenty of eye contact, standing erect, use of open gestures and a firm voice, plenty of confidence and self-assuredness. Diplomacy When explaining reasons why there are restrictions on liquor service to patrons you should always strive to do so in a diplomatic manner. Being diplomatic means being alert to the need to talk to the person in a sensitive way so the conversation demonstrated respect for them does not cause them embarrassment or ‘loss of face’. It relates to not what you say, but how you say it. Techniques to demonstrate diplomacy in these situations include: Using a suitable tone and volume – never ‘lecture’ the customer, and never raise your voice or shout at them Trying to talk to them on their own – and not in front of other customers, their peers or friends: people who are spoken to ‘on their own’ are more likely to: Pay attention to what you have to say Argue less with what you are saying – when people are ‘confronted’ in front of friends they are much more likely to argue with you and take issue with what you have to say Want to prove they are right and you are wrong. Advising the customer many people make the same mistake you are discussing with them – they are not on their own, and this sort of thing happens all the time. There is nothing for them to be worried or embarrassed about Thanking them for their time and understanding Offering another (non-alcoholic) product (where appropriate and legal) so they can remain on the premises and continue to enjoy themselves and still spend money.
TM_Manage_RSA_Final.docx