The team would like help with certain situations, like meetings or talking to particular customers

People’s natural skills at dealing with difficult people and situations vary – some can defuse really difficult situations without apparent effort, while others find relatively simple ones hard to cope with. But whatever their social skills and experience, everyone can improve their ability to deal with these situations. Of course it is better not to put staff into difficult situations that could be avoided, such as when a customer is expecting something that the staff know they cannot provide, or provide on time, or, if this cannot be avoided, to manage the customer’s expectations in order to reduce the chance of conflict.