Work Situations! Flashcards
1
Q
Answering negative feedback
A
H.E.A.R.T.
Hear - “I understand you’re upset. Please tell me what happened.”
Empathize - “I can see why you’re frustrated.”
Apologize - “I apologize for the inconvenience this has caused.”
Respond - “Let’s find a way to fix this. What can we do to make it right?”
Thank - “Thank you for letting us know about this. We appreciate it and we will use it to improve.”
