When in a cycle of arguments with a customer, which interpersonal skill is most appropriate to break the pattern?

Showing understanding and reframing is the most appropriate interpersonal skill to break a cycle of arguments with a customer because it addresses the underlying emotions and concerns they may have. This approach fosters a connection by validating the customer’s feelings, which can help de-escalate tension. By reframing the situation, the conversation can shift from conflict to collaboration, allowing for a more constructive dialogue and potential resolution.

In contrast, ignoring the issue would likely worsen the situation, as the customer's concerns remain unaddressed. Offering discounts might be a temporary fix but does not engage with the root of the problem or improve the relationship. Deflecting the blame could make the customer feel even more frustrated, as it avoids taking responsibility and can lead to further conflict. Using understanding and reframing sets a positive tone and demonstrates a willingness to find a mutually beneficial solution.