1.
LET THE CALLER TALK
 Once the caller has got you on the phone and
started on their grievance, it is best to let it
run. If things are serious it could last twenty
minutes, but as far as possible let the person
say what they want to say. They will not be
ready to listen to you until they have said all
the words they have stored up for this
moment.

2.
NOTE THE FACTS
 While the person is talking, take notes of the
key points of fact they make, and the words
they use to describe their feelings. Ignore
comments about yourself or others unless
they contain a fact about the situation.

3.
PLAN YOUR RESPONSE
 You may be able to think about your
response while the person is talking. If you
work in customer care and this is a complaint
about a situation, you can plan out how to
respond to the situation, and ignore the
emotional context of the call.

4.
BEFORE HANGING UP
 Thank the person for calling. Whatever you
may be feeling, it is probably better that the
caller expressed their views to you rather
than bottle them up.

5.
AFTER HANGING UP
 If you have been affected by the call, get up
and do something else for a few minutes. Try
to find a colleague to have a talk to about the
call, or at least find someone with whom you
can discuss the weather.

6.
IF IT`S PERSONAL
 You do not have to listen to anyone who makes bullying
or aggressive comments to you. Nor do you have to
listen to malicious gossip about other people. If callers
are behaving in an aggressive, bullying or intimidating
manner you should interrupt, say that you do not wish to
continue with the call, and ask them to stop. If they
continue, you should hang up. This applies, even if the
substance of a complaint is valid. Even if you have made
a mistake, and are responsible for the situation that has
triggered the call, you still do not have to listen to
personal invective. If a call has been very personal about
you, make sure that you find someone to talk it over with
and if necessary discuss what has happened with the
manager.