The nature of driving instruction requires that driving instructors work with
customers who may drive you up the wall (not literally!). regardless of whether your
customer is offhand, rude, frustrated, confused or irate, most minor problems do not
have to escalate into bad feelings.

The six steps in helping a customer are:

1. Let the pupil have their say
2. Avoid getting trapped with their negative feelings
3. Express empathy with the pupil
4. Begin to solve problems actively
5. Agree on solutions
6. Continue to check they are satisfied with progress so far.

When a learner driver is upset, they want two things: First, they want to let you
know how they feel, and then they want you to help them. It’s that simple. Some
driving instructors view learners becoming tense and frustrated as an indication of
the pupils inability to understand basic facts. However trying to resolve a
situation without listening to your pupils thoughts and feelings never works. Only
after the pupil has let you know their thoughts can they begin to hear what you have
to say.

Try it and see!