THE ASAP TECHNIQUE & THE CARP SYSTEM

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Dear Students, the following information has the main goal to help you understand about the ASAP technique (apologize, sympathize, accept, prepare) to deliver good business communication.

Please read it and write in your notebook any questions or unknown words from the reading.

Do not hesitate to contact teacher Christian in case of doubts.


The ASAP Technique

SOURCE: https://www.serviceskills.com/how-to-handle-irate-customers/ 


If you’re handling complaint calls or talking to customers who are upset, your job is a tough one, this technique might help you to reduce the customer’s anger.

The technique is called ASAP. Let’s see how it works when we need to put it into practice.

Just try to follow these steps:

 

EXAMPLE OF A DIFFICULT SITUATION
 
Customer: “I want my money back, and I want it now! I am sick and tired of all your mistakes.”



  • A APOLOGIZE and acknowledge the feelings.
    • “I apologize for the inconvenience. No wonder you’re upset.”
  • S SYMPATHIZE and empathize. This is key!
    • “And I don’t blame you. It’s got to be very frustrating.”
  • A ACCEPT the responsibility and reintroduce yourself. The reintroduction is very important.
    • “Let’s see how I can help. Again, my name is Paige, and your name is?”
    • “Lauren. Lauren Perkins.”
  • P PREPARE to help and be sure to use the customer’s name. It will help defuse the anger.
    • “Thanks, Ms. Perkins. Again, my name is Paige, and I’m here to help. Now, please, tell me what happened!”
    • “OK. Here’s what happened … .”
 

The ASAP technique will work most of the time, but there are some people who are difficult to satisfy.

 
Remember!
Use the Telephone Doctor’s ASAP technique:
 

  1. Apologize.
  2. Sympathize and Empathize.
  3. Accept Responsibility.
  4. Prepare to Help.
Watch the following video to learn more about the ASAP technique, write in your notebook your thoughts about the video.






Dear Students the following information has the main goal to help you understand factual texts about CARP system, and the conflict resolution model.

THE CARP SYSTEM AND CONFLICT RESOLUTION
SOURCE OF THE INFORMATION:
http://conflict911.com/conflictarticles/carp3.htm



C is For Control

The first priority in conflict situations is to CONTROL the emotional climate and behaviors occurring. Clearly, you can't "control" the emotional reactions and behavior of the other party, but you can exert some positive influence. And, of course, you need to control your own emotions and behaviors to create a playing field where it's more likely that you can address the conflict issue and not get hooked into emotional highly charged interactions.

A is For Acknowledge

To deal with conflict and prevent escalation it's critical that you ACKNOWLEDGE the other person in two important ways. First, you need to PROVE to the other person that you understand his/her emotional state. Second, you need to PROVE to the other person that you understand his position on the issue. Why? One of the prime contributors to escalation and a move to destructive conflict situations occurs when one (or both) parties feels that the other person is not listening, lacks understanding, or is not interested in what s/he has to say.


R is For Refocus

Refocusing the discussion involves moving it away from focusing on the emotions and returning back to the conflict issue. It's a transitional phase of the process that bridges between handling the emotional part of the conflict to handling the actual substantive conflict issue.

P is For Problem-Solving

Problem solving within the model involves exchanging information, and trying to identify the exact problem, and what both parties need and want regarding the problem issue. So, you may ask questions to determine where the other person is coming from. You may present your own needs and wants, while trying to understand the other's. Ultimately, both parties should be coming up with suggestions for solutions to the actual problem.

Watch the following video to learn more about Managing conflicts in a workplace, write in your notebook your thoughts about the video.



Thank you for reading my blog, and remember, if you have any questions please contact me or leave your comment in the chat box below.

Regards,

Teacher Christian.


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