Working in customer a customer facing environment like a coffee shop means that we get to serve and experience all different types of people in the course fo the day. While so many of our interaction are within the expected range of emotions, there are times where things get pretty tense and situations escalate past where we are comfortable.
What do we do when confronted with these circumstances? Are we prepared for and confident in deescalation? Sadly we often fail in this area which means bad situations often get worse leaving staff and customers feeling demoralized and without much hope for resolution.
This is a really important topic and To help us learn how to approach deescalation and make it a real process in our shops we are talking to Melissa Tucker or Mind Over Matters and Pathways to Peace.
Melissa graduated with a Master’s in Counseling Psychology from University of Hawaii Hilo, in August 2015. She worked for five years, in Hawaii, as a crisis mobile responder for youth, as a counselor at the domestic violence shelter, as a counselor for a private outpatient substance abuse clinic, and as the clinical supervisor providing training, counseling, parent education and services to staff and Child Welfare Services mandated clients. After moving to Washington State in 2019, she began providing private coaching and training in Motivational Interviewing, supervision, and counseling skills. She also worked for Crisis Connections as a supervisor and trainer for counselors and non-clinicians in Mental Health related skills. She currently works as a Licensed Mental Health Counselor Associate in private practice in addition to doing private training.
In today’s conversation we cover:
- What leads to poorly handled conflict
- The unique context of the coffee shop
- Caring for staff needs and safety
- Listening and understanding
- The right mindset and cultlure
- Inoculating baristas against conflict
- Making policy a conversation
- Principles and techniques of deescalation
Links:
https://www.mindovermattersinstitute.com
Related episodes:
125 : Confidence in Conflict w/ Kwame Christian : A framework for Compassionate Curiosity
052 : Solving Coworker Conflict w/ Tom Henschel
165 : The Art of Deep Listening w/ Oscar Trimboli
104 : How to Deliver Difficult Feedback w/ Tom Henschel
330 : Establishing Systems in Your Coffee Shop
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