18.11.2020

Lubricate those sticky conversations with a little GREASE

Lubricate those sticky conversations with a…

twitter icon
Last week I facilitated a group coaching session to a team of call handlers who regularly have to work with customers having to cope with challenging personal and financial circumstances. Between them the group had over 100 years experience in dealing with these challenging conversations but even so they found that they often struggled keeping the conversations focused whilst maintaining the level of compassion and understanding needed.

So faced with these sticky conversations I offered them some GREASE to help structure their approach.

G – Greet the customer with warmth and without judgement

R – Rapport built through verbal and non-verbal communication

E – Empathic listening

A – Ask open questions

S – Supply the relevant information

E – End the conversation

Personally I love a good acronym as I feel it helps the message stick so I hope my group found this useful and if you, or your clients, also have a sticky conversation coming up please feel free to add some GREASE too!
  • #traininganddevelopment
  • #coaching

I support professionals looking to fulfil their true potential. Whether transitioning into a new career, role or business venture, or feeling like your stuck and looking for something more in your…

Follow us for more articles and posts direct from professionals on      
  Report
Business Management

Unlock your Start-Up's Potential

Starting a business, project or new module is exciting, but it's not without its complexities or challenges. If you're…
Training and Development

Health and Safety in the Workplace: The Foundation of a...

Let’s be honest when someone says “health and safety,” most people’s eyes glaze over. It’s often seen as red tape,…
Employment & HR

Call me crazy, but I just hired a new accountant and I’m...

Call me crazy, but I just hired a new accountant and I’m paying 3x more than my old one.The old one processed my…

More Articles

Property

Tired of Chasing Multiple Trades and Agencies? What If...

In today’s fast-moving property market, time is money, and complexity kills momentum. Whether you're an investor,…
Employment & HR

She said I was bullying her...60 seconds into...

She said I was bullying her...60 seconds into interviewing her about her grievance.The line manager looked at me and…
Employment & HR

I’m tired of talking about women in leadership.

I’m tired of talking about women in leadership.Because if we’d fixed the system, I wouldn’t have to.Let’s talk about…

Would you like to promote an article ?

Post articles and opinions on Professionals UK to attract new clients and referrals. Feature in newsletters.
Join for free today and upload your articles for new contacts to read and enquire further.