Handling guests who aren’t participating in the fun or creating problems isn’t the easiest thing to do. However, there are several diffusing techniques that you can use to make sure that you and your guests are safe. Maybe even having a safety plan like this one from zkipster is a great way to stay prepared!
Keep Your Emotions in Check
One of the things that you have to watch for yourself is your own emotions in what you are doing. When people are already dealing with high emotions you have to make sure that you yourself are in line with the level of emotions that you need to be in.
As an event manager, you have to be aware of your emotional state and how that is going to affect the response of your community and especially the people that you are working with to try and figure out a solution.
Work From a State of Logic
High emotions lead to thinking without understanding. This is where you, as the event manager have to step in and listen to all sides of what is going on. It could be simple like a refreshment wasn’t ready but it could also be a conflict between guests that you are having to intervene in. When these types of situations happen, you have to work from a state of logic no matter how emotional you want to be.
Take Time to Understand
When you are working with people who are in an emotional state the biggest commodity that you have to use is that of time. If you aren’t able to use time then you aren’t going to be able to absolve the situation. First and foremost, understand where they are coming from. You don’t understand their situation until you hear from them and understand what they are going through. The same goes for situations that deal with multiple people.
Breathe Through the Process
One thing, even this writer has forgotten, is that you have to take the time to breathe through the process. We often hold our breath or make sure that we aren’t making a noise while hearing a complaint. This can show that you aren’t listening and you don’t care. Breathe calmly and slowly.
Understand Their Side of the Story
This is perhaps the most important thing to understand and work with when dealing with conflict: you have to understand and hear both sides of the story. One side may be vindictive and the other totally misunderstands the situation. It is up to you as the event manager to listen to both sides of the story and understand where everyone is coming from.
Find a Compromise
Other than understanding where everyone is coming from, the hardest point is finding a compromise. You have to be able to tell both parties that they aren’t going to get exactly what they want but are instead going to find a place where compromise helps meet the needs of both parties.
Sometimes, finding a compromise can be a huge challenge especially when you are dealing with higher echelon members who want things their way. Take time, understand the problem, and move from there.
Come to an Agreement
Once you have thought of a compromise it is important to discuss the compromise with both parties involved. You have to take the time to understand the situation, understand both sides, and immediately take action as fast as you can as long as both sides agree.
This is where it can get difficult! You may have to donate more of your time to the situation should both parties find the compromise undesirable which means, essentially, you have to start again. But not to worry. This is somewhere where you can bring in the conversation of both sides and manage the conversation to find out what works best.
Review the Situation
Once you have found the common ground that everyone can agree upon, you need to review the situation. Remind everyone why they were in this situation at first and then take the time to walk everyone through the solution making process. This will help people understand their actions and expectations as well as show your brilliant mastery of managing what is going on. Good job!
