Have you ever been caught up in an argument when the other person’s response has upset you more than the actual dispute?
They reacted badly, aggressively, ignored you, didn’t seem to care, weren’t interested in what you have suffered and dismissed the problem out of hand?
Suddenly, the issue has doubled: the original dispute plus the response you have received.
Often during mediations we can spend time going through that first response before beginning constructive negotiations.
Whether in business or in our personal lives, how we respond to complaints or disputes is important.
The news is full of stories of people saying that if they had received an apology at the outset of a complaint, they would not have taken it further.
Failing to provide that acknowledgement can be down to not wanting to invalidate an insurance policy. It could also be genuinely not having caused the initial problem. Regardless of the reason, there are still ways of ensuring that the individual concerned feels heard and doesn’t become entrenched because of a poor initial response.
Actively listening and acknowledging the complainant is a great start.
Being clear on what actions will be taken as a result having heard the problem and sticking to those actions, reporting back when things change or are updated is key.
Not delaying and responding quickly is also important. No-one likes to be left with uncertainty and delay can heighten the reaction.
It is helpful to break down the issues into steps to show a way forward.
It isn’t possible to change what happened.
It is possible to change the experience and provide the opportunity for everyone to find a solution more quickly than could have been the case with some proactive responses from the outset.
If you would like to know more about how a mediator can help you settle your dispute, get in touch using the Contact page.
