This month I have been approached by 5 different clients, in the senior living sector, to run workshops on Complaint Management and De-escalation techniques. Is this a coincidence or is this indicative of a trend?
In running these workshops, I have been reflecting on why this might be a growing trend and what might be causing that?
If we reflect on the work of the neuroscientist – Dr David Rock – he shares with us that every one of us has 5 sets of UNSTATED needs – better known as the SCARF model.
When these needs are NOT met, the brain processes them as a “THREAT” which in turn triggers an EMOTIONAL reaction rather than a RATIONAL response to a situation or event.
As we enter the 3rd year of a global pandemic, our needs for Certainty, Autonomy, Relatedness and even to some degree Fairness – are being consistently challenged. This would in some way explain the heightened emotional reactions we are receiving from our customers and our team members. Sometimes the complaints do not even seem that relevant or important – but they are simply an outward demonstration of a much deeper need for some Certainty, Autonomy and Relatedness.
The rules keep changing, the ability to mix socially with loved ones and friends is restricted and our choices to travel, work and run our lives are now more limited.This is particularly more so in the Aged Care and Retirement living sector.
So, what can we do with this?
In this way – hopefully, you get to address the Cause, rather than the Symptom.
If nothing else, it will help you have a better and more compassionate understanding of why your customers or team members might be reacting the way they are.
Please give me a call, or send me an email, to discuss how I can support you and or your team.
Call me on 0430 072 079 or Email: email@example.com