Twelve Months Access. Three enrollment options:
De-escalation Comes Down to 4 Things
A Framework for Getting Customers to Back Down and Listen to You
FREE PREVIEWWhat a Fight at Kmart Taught Me
Psychological Priming
FREE PREVIEWLesson from a Seinfeld episode!
"You know how to take a reservation but..."
Be regretful, but direct when you refuse a request
How to Remove Yourself As a Threat
FREE PREVIEWAvoid Negative Priming
FREE PREVIEWThe Psychological Power of the Word "Because"
Talk with Confidence and Finality
FREE PREVIEWStart, Stop, Continue
FREE PREVIEWAsk Myra a question
FREE PREVIEWPsychological Priming Quiz
Gayle King De-escalates
Calm, Composure, and Containment in the Face of Aggression
First 3 Lessons from Gayle: Simple assurances, labeling without judgment, and voice tone
Applying the First 3 Lessons
Lessons 4 & 5: Find Common Ground and Don't Meet Force with Force
Adopt & Apply
Lesson 6: The Echo Tactic for Focusing the Customer
You've Put In the Work!
S.M.A.R.T. Goal-setting
Ask Myra a question
You'll redirect the interaction and regain control!
Step 1: Recognize
Step 2: Reframe
Step 3: Redirect
Redirect with Optioning
Hold the chicken
What the chicken-salad sandwich teaches us
Redirect with 3 Closed-ended Questions
Redirect the Customer's Topic
Step 4: Resolve
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4R Method Quiz
The Feel, Felt, Found Method for Saying 'No'
What to Say to the Customer Who Asks for Your Supervisor
Ask Myra a question
Saying 'No' Quiz
Q & A! (Optional, but helpful)
What to Say When a Customer Cusses & Other Tough Situations (The handout I reference in the Q & A)
Letter to your boss
Letter to My Boss Template
You did it!
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