18.11.2020

Lubricate those sticky conversations with a little GREASE

 Show Interest

Lubricate those sticky conversations with a…

 Show Interest
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…

Financial Services

Philanthropy: give better, not just more

The traditional model of charitable giving is changing, with donors looking to solve problems and make a real…
Financial Services

Philanthropy: give better, not just more

The traditional model of charitable giving is changing, with donors looking to solve problems and make a real…
Media

How to be awesome at your job!

622: Taking Control of Stress Before It Takes Control of You with Kirsty Bortoft Press the link below to…

More Articles

Media

How to be awesome at your job!

622: Taking Control of Stress Before It Takes Control of You with Kirsty Bortoft Press the link below to…
Training and Development

Maybe this is the hand you need…

You’re in belief.   Your impossible goal is out there.   You know you can do this.   You’ve got some momentum.   You’re…
Financial Services

Spending Review response: the long road ahead

A vaccine may bring the virus under control, but there is no quick fix for the economy “Our health emergency is not…

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.

Find the right professionals in United Kingdom

View The Full Index

Search By:

Submit your Enquiry here

Enquiry Details

Contact Details