Monica Bamgartner
Speech
July 21, 2015
COMM 1010-403
Audience and Occasion Analysis:
SPECIFIC GOAL: My audience will learn how to help deescalate an upset
customer or patient
SPEAKER ETHOS: I worked with troubled youth for a long time and had many
training and experience deescalating. Also worked in customer service for many
years and have experience with angry and upset customers.
PATTERN OF ORGANIZATION: I’ve chosen the topical format for my
presentation.
AUDIENCE ANALYSIS: I will be delivering my speech to employees at
Sundance Resort In the Sundance Mountain Outfitters department who will be
working with multiple customers daily and will most likely be dealing with upset
customers at some point. This information is useful to learn these skills or be
reminded of them often. These situations can catch you off guard and it is
important to be prepared and to think quickly so we don’t escalate the situation
even more.
OCCASION ANALYSIS: this is an appropriate topic for Sundance Mountain
Outfitter employee meeting area because they have a smaller space were they
conduct there morning meeting before work begins and I will have access to a
TV screen that will allow me to use my power point presentation so that everyone
can see the screen clearly.
Speech Outline:
I. INTRODUCTION:
Hook:
Who here has ever dealt with an angry or upset customer? And what were the
results from the interaction? (Then I will use a soda pop can that is shaken up
ready to explode upon opening as an example of the potential build of an upset
customer. Tapping on the top of the can will help the pressure inside the can to
lesson so that the can will not explode.) The soda can will either explode or it will
have little eruption if we take the time and right technique to lessen the pressure
of the soda inside the can. If we can help deescalate a customer before they
explode with emotion we have reached our goal. This demonstration will be my
opening to my presentation.
Ethos:
I have had experience and training from my previous employers working with
troubled teen girls. At this job I had daily experience in keeping calm and helping
the girls calm down when they are upset or about to be upset and have a
emotional breakdowns or even violent reactions.
Thesis:
Dealing with frustrated or upset guests can be common when working in
customer service but with the proper techniques it can be resolved effectively.
Preview:
I will discuss the three main steps to deescalating angry or upset customers.
1. Keep calm and remain in control. Do not let emotions take over your
reaction.
2. Your non-verbal body language will either help or hinder the situation.
3. Use appropriate wording and volume in your voice to have a discussion
that will calm the person down.
II. BODY:
A. You need to gain control of yourself.
1. Appear to be calm and collected
a. Relax your facial muscles
b. Be confident but understanding
c. Do not raise your voice, but keep it loud enough for them to ear
2. Don’t react defensively
a. Do not defend yourself
b. Do not argue with them
c. Let them express their feelings (listen)
3. Show respect and concern.
a. Act interested in what they are saying
b. You can be firm and set limits if needed
c. Do not belittle them or make them feel shame
[Transition] Once we learn to gain control of ourselves and stay calm in any situation
we can be aware of our body language and how it can help to make the upset person
gain back control and get to a place of calmness.
B. Having appropriate non-verbal communication is a key factor.
1. Never turn your back and remain at eye level
a. Allow them space but don’t turn around and walk away
b. Turning your back could escalate their anger and invalidate their
feelings
c. Looking down or up at someone can indicate superiority or inferiority
2. Do not smile
a. Smiling can implement mockery
b. Keeping a calm concerned face will help the customer feel validated
3. Allow them some space and keep arms calmly by side
a. Being too close can agitate the guest more
b. moving arms around can indicate anxiety or nervousness
[Transition] If we can create and environment where the person feels safe and that they
are not being judged or disrespected they will be more willing to have a discussion.
C. Have a de-escalating discussion using appropriate words and volume.
1. Choose the right time to speak
a. Wait until the person pauses or finishes what they want to say
b. Speak in a calm voice and do not raise your volume at any time. Can be
firm and confident and still have a calm voice.
c. Answer all the questions/concerns they might have and ask your own
questions to get further information if needed.
2. Be empathetic
a. Show the person that you are genuinely interested in their concerns and
listen to their needs.
b. Be understanding of their feelings but not their behavior.
c. Do not try to argue with them.
3. Trust your own instincts
a. If you feel that you will not be able to calm them down, stop trying to.
b. Ask for help. (Get a supervisor or manager to help with the situation if
needed.)
III. CONCLUSION:
In order to help calm down frustrated or upset customer we need to remain calm and
practice using some of these techniques to help avoid further frustration and to maintain
good customer service and business. Remaining calm, being respectful, using
appropriate body language and showing the customer genuine interest and care will
help you when you are trying to diffuse a potentially explosive situation.
WORKS CITED:
Nationa Association of Social Workers. (2011) Verbal De-Escalation Techniques.
Retrived July 20,2015 from
http://www.naswma.org/
Adler, R., Elmhorst, J., & Lucas, K. (2013). Communicating At Work: Strategies for
Success in Business and The Professions (Eleventh ed.). The McGraw-Hill Companies.
Inner Change. (2012). Inner Change Solutions for Management. (Employee Manual).