The first strategy I would use is the three R’s.
I would not react on first instinct but I will reflect on my response. I believe
that this will allow me to become more companionate. Once, I start to show that
I am aware of their concern then it is my hope that we can come to mutual
agreement that will satisfy both of us.
In case the first strategy does not work. I would
quietly listen to what they have to say. I would then paraphrase what they are
saying to make sure I am understanding them correctly. Once, I paraphrase which
basically I am putting what they said in my own words I would have a better understanding
of the complaints. This will allow us to come to a peaceful resolution.
