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Journal of ASPR - Spring 2013 - How to avoid conflicts and stop complaints
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How to avoid conflicts and stop complaints

By Judy Rosman, RosmanSearch, Inc., 216-256-9020

RosmanSearchAvoid conflicts: Stop the “but!”

The word “but” negates whatever has just been said. It’s usually used to follow good news with bad news, with the effect of invalidating the good news. By using “and” instead, the emphasis changes so the good news carries equal weight.Say the following sentences:
“We had great feedback from your interview, but we have several other candidates scheduled to visit.”
“We had great feedback from your interview, and we have several other candidates scheduled to visit.”

It’s easy to avoid a confrontation by changing your “but’s” to “and’s.”

End complaints!

Ask yourself, “How would I feel if I were the complainer?” It doesn’t matter if you were at fault or not—the goal is to end the complaint and make the complainer feel better.

Use the 3 As:

  1. Agree: I know it is frustrating that we lost the candidate.
  2. Apologize: I’m sorry I couldn’t get the site visit dates confirmed.
  3. Act (or give a plan for action): I can call the candidate, let her know how much ­everyone here really wanted to bring her in, and see if maybe she will change her mind.

Judy Rosman is the President of RosmanSearch, Inc. and would love to answer any communication or recruitment questions you have!

Journal of ASPR - Spring 2013

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