the five stages of accepting negative customer feedback - jessica hall's presentation at ela...

11

Click here to load reader

Upload: 3pillar-global

Post on 14-Apr-2017

60 views

Category:

Software


1 download

TRANSCRIPT

Page 1: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

Jessica Hall @[email protected] OF ACCEPTING

NEGATIVE FEEDBACK

Page 2: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

Minutes of yoga20

Page 3: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

Denial

@elaconf @jessHallway

Page 4: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

Anger

@elaconf @jessHallway

Page 5: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

Consideration

@elaconf @jessHallway

Page 6: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

or

Page 7: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

Panic

@elaconf @jessHallway

Page 8: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

Excitement

@elaconf @jessHallway

Page 9: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

“When giving critical feedback to women, male managers may be especially worried about how the feedback will be received. This “protective hesitation”… is a critical barrier in having conversations necessary to advance women’s careers.”

Shelley Correll, Caroline SimardHarvard Business Review

Page 10: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

Denial

Anger

Consideration

Panic

Excitement

GO GET IT

@elaconf @jessHallway

Page 11: The Five Stages of Accepting Negative Customer Feedback - Jessica Hall's Presentation at Ela Conf 2016

THANKS!Jessica Hall

@jessHallway

jessica.hall @3pillarglobal.com

@elaconf