Discuss at least five possible advices that could be given in a communication related conflict
Answers
Allow customers to talk. Allow angry customers to talk and express their feelings until they release their frustration and calm down.
Show you care. Use empathy statements to show you understand the customer's feelings or frustrations.
Use the correct tone.
Be neutral.
Don't react.
Focus.
Use verbal softeners
Make angry conversations private
agree
use silencers
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1.Ask questions
Conflict can arise due to poor communication — someone didn't say what they meant to say or perhaps misstated what was intended. Before you allow an escalation, ask questions. It won't cause any loss of face, and may result in a quick resolution.
2: Analyze expectations
Often, conflicts develop as a result of unmet expectations on one side. If the other party — expected something they didn't get or something that didn't happen, the whole conversation can become negative and closed. If a conversation seems to be getting rocky, take a step back and review together with the other person to try to uncover what just occurred.
3: Recognize differing perspectives
Keep in mind that conflict may arise due to people having different perceptions. You, or the other person, saw things differently. This happens most frequently when one is dealing with someone from another organization, background, or culture. It's easy to believe that we all see things the same way and then get derailed unexpectedly.
4. Identify mistakes
Honest and unintended mistakes frequently result in conflict. Before you let temperatures rise, do a reality check of your understanding with the other person(s). Mistakes, even small ones, can erode one's credibility — someone made a mistake.
5: Watch out for emotional triggers
Beware of emotions. Fear of someone or somebody, loss of face, whether real or perceived, anger, and surprisingly even excitement can all result in unintended conflict, which may cause your interaction to go downhill.
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