The Conflict Pyramid: What Happens During Consumer Conflicts

Have you ever had a conversation with a consumer quickly escalate, even when you thought you were being polite and not doing anything to trigger him or her?

You might ask yourself…

Why is my consumer so upset over this, especially when I have a solution for him or her?

How did the conversation even arrive here?

Your answer might lie in the Conflict Pyramid.

Here’s another question for you: Have you ever needed something from a business, and it feels like you are asking for help, except you aren’t being helped at all?

You feel like you are making a reasonable request, and the representative tells you everything he or she can’t do for you.

When consumers are in these situations, they feel like they will not get their needs met. They don’t feel heard and they certainly don’t feel valued…

They begin to experience negative feelings like doubt, disempowerment, stress, overwhelm, etc.

You know you’re in the conflict zone when tensions are high.

Note: One big thing that will put consumers and businesses in the conflict zone is negative words.

Negative words shut down listening and problem solving and invite arguments.

“That’s against our policy.”

Back to the pyramid…

Once consumers are in the conflict zone, they might start seeing the collector they’re dealing with as an enemy or threat — someone who is not on their side and someone they need to protect themselves from at all costs. The boxing gloves are on. This is the fourth rung of the conflict pyramid.

If consumers have bad experiences with an agency early on, they might look for an escape plan, which could be as simple as hanging up.

On the other hand, they might go for a plan of attack like leaving negative reviews or yelling at you.

Words can make or break us. In business (and in life), you can spend years building a relationship only to destroy it with one regrettable communication.

To learn how little shifts in word selection can keep your consumers from moving up the conflict pyramid, check out my previous blog posts and give me a shout.

Do you have your own strategy for keeping consumers out of the conflict zone? If not, you’re not alone, and that’s why I spent 15 years creating a strategy that will keep you connected with consumers. Visit my website to checkout my newest course, The Communication Code for Collectors.

Originally published at https://www.maryshores.com on February 18, 2020.