How to Deal with Confrontation on Tour

Helpful tips for dealing with confrontation on tour.

By
Kaitlyn Fleming
|
April 20, 2021
Kaitlyn Fleming
April 20, 2021

There will be times where you may be confronted by someone (if you haven’t already) while on tour. 


They could be a vendor or business owner, a customer or even another tour host. Depending on who it is, you may respond differently to their confrontation. 


While I’m thinking of these tips in direct relation to your tour business, they may also be helpful in everyday life if you know what I mean. 


Tips for dealing with confrontation


Don’t wait. Take a moment if you can, then tackle the problem as quickly as possible


Accept what has happened. Then you can move forward, taking the emotion out of it. Don’t take it personally. They could have already had a rough day and it wasn’t anything you did. Getting defensive will only escalate the anger. However, if it was your fault, see what you can do to fix it. 


If the situation is escalating, try to calm them down (be calm yourself). A few things you can do right away are:

  • Use non-confrontational body language
  • Speak in a calm voice 
  • Apologize even if you don’t think you’ve done anything wrong


One of the biggest ways to defuse a situation is to express empathy. Hear their side of the story and try to see both sides. Validate their feelings or point of view and try to reach some middle ground. 


Hopefully, at this point you have deciphered the root cause of the problem, so you can figure out what needs to be done to resolve the conflict. Sometimes a free piece of swag will handle the situation, but sometimes you may need to give a tour for free or give some discounts for future tours. 


Try to give them some options and be open to compromise. Helping them have some control over the situation will probably lead to a more desirable solution. Winning is not always worth it. 


If none of these tips are working and you are feeling disrespected and there is no way to resolve it peacefully, disengage and try to leave


Or, if you are feeling unsafe, don’t feel bad if you need to call for help. Whether it be other customers or business owners, or even the authorities, it is important to think about everyone’s safety in the situation, including other customers, bystanders and your own. 


In the end, if you did everything you could and nothing worked, make sure you communicate with your employees and in some cases, your customers. Not everything is going to go according to plan and since bad news travels fast, it’s always best to be ahead of it. 


Just remember, dealing with hard problems is a part of your job as a business owner. It’s not always going to be easy, owning a business comes with its ups and downs.


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There will be times where you may be confronted by someone (if you haven’t already) while on tour. 


They could be a vendor or business owner, a customer or even another tour host. Depending on who it is, you may respond differently to their confrontation. 


While I’m thinking of these tips in direct relation to your tour business, they may also be helpful in everyday life if you know what I mean. 


Tips for dealing with confrontation


Don’t wait. Take a moment if you can, then tackle the problem as quickly as possible


Accept what has happened. Then you can move forward, taking the emotion out of it. Don’t take it personally. They could have already had a rough day and it wasn’t anything you did. Getting defensive will only escalate the anger. However, if it was your fault, see what you can do to fix it. 


If the situation is escalating, try to calm them down (be calm yourself). A few things you can do right away are:

  • Use non-confrontational body language
  • Speak in a calm voice 
  • Apologize even if you don’t think you’ve done anything wrong


One of the biggest ways to defuse a situation is to express empathy. Hear their side of the story and try to see both sides. Validate their feelings or point of view and try to reach some middle ground. 


Hopefully, at this point you have deciphered the root cause of the problem, so you can figure out what needs to be done to resolve the conflict. Sometimes a free piece of swag will handle the situation, but sometimes you may need to give a tour for free or give some discounts for future tours. 


Try to give them some options and be open to compromise. Helping them have some control over the situation will probably lead to a more desirable solution. Winning is not always worth it. 


If none of these tips are working and you are feeling disrespected and there is no way to resolve it peacefully, disengage and try to leave


Or, if you are feeling unsafe, don’t feel bad if you need to call for help. Whether it be other customers or business owners, or even the authorities, it is important to think about everyone’s safety in the situation, including other customers, bystanders and your own. 


In the end, if you did everything you could and nothing worked, make sure you communicate with your employees and in some cases, your customers. Not everything is going to go according to plan and since bad news travels fast, it’s always best to be ahead of it. 


Just remember, dealing with hard problems is a part of your job as a business owner. It’s not always going to be easy, owning a business comes with its ups and downs.