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De-escalation Comes Down to 4 Things
A Framework for Getting Customers to Back Down and Listen to You
What a Fight at Kmart Taught Me
Psychological Priming
Lesson 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
Avoid Negative Priming
The Psychological Power of the Word "Because"
Talk with Confidence and Finality
Start, Stop, Continue
Ask Myra a question
Use your assertive voice