So firstly I should clarify that I am not talking about the fish species, carp. Rather, CARP is an acronym that explains a method of anger management developed by Robert Bacal. The aim of CARP is to help complaint handlers, or anyone who deals with cranky people, to defuse complainant anger and refocus them on resolving their issue. So I know you're all dying to know ... what does CARP stand for?
Control
This is about getting the complainant to stop and listen. You need to let them know that their anger is not going to control you or your interaction with them. Be assertive, but not aggressive or passive.
Acknowledge
Deal with their feelings first. It's important that the complainant knows that you empathise with their emotional state of mind and situation. Where it will not encourage unreasonable complainant conduct, give them an opportunity to let off steam and vent their emotions. Venting can help them feel like they are being listened to and understood.
Venting should be timely, usually not lasting more than two to five minutes. The complainant should be able to settle down and discuss their matter in a calm manner after being given such an opportunity.
Echo what they are telling you to show that you are listening. This usually involves repeating the last few words or their key words. This can be done by backtracking (e.g. 'so you are saying ...') or paraphrasing (ie defining what you believe they said and meant).
Refocus
Make the transition from their emotions to their issues of complaint by refocusing the conversation. Ask questions about facts and repeat the complainant's issues in your own words.
Problem Solve
This is about getting down to business - telling the complainant what can and cannot be done, what will and will not happen, and focus on possible solutions to their issues.
I hope this is helpful to all of you who have to deal with complainant anger!
A point to note: the order of CARP is very important. It's particularly important to leave problem solving to the end. If you try to problem solve or refocus too quickly you are likely to find yourself explaining the same thing over and over again, because the complainant will persist in wanting to explain their story. If this happens, go back to acknowledging their feelings and emotions and work your way back down the acronym!
If you would like some more information on CARP, click here.
