You are under my control.... Somewhere in all of my past jobs as a nameless wage slave I had several very serious jobs where I went through specialized training. I learned techniques for controlling a conversation, whether on the phone or in person and how to get people to tell you what you need to know. It also dealt with some aspects of dealing with people when they are under stress. It's not as good as a Jedi Mind trick, but it does the job. So here you go:

1. When someone calls you and is stressed out, you've got to get control right away. Be prepared to cut them off, but have questions ready for them. Speak in a quick, decisive way so that they are so busy answering your questions that they cannot get you off base.

2. If there is going to be a lag in the conversation, explain what's going on-"I'm bringing up your file right now", "The computer is mapping your location".

3. Use words that communicate that you are helping them. "let me take your information so we can find out how to fix that."

4. Adjust your rate of speech to match theirs (read previous post about this).

5. If they are just losing it and will not listen to any complete sentences, use a technique called Repetitive Persistence. Repeat a phrase three times in a slow controlled voice, try to use their name in that phrase. They may not hear you until the third time-don't give up.When people are in a crisis situation, they revert to childhood. 40 and 50 year old people can become like two year olds if they are in a bad situation. After you have got their attention back explain that you need their help in order to get them what they need-always give people a part to play.

6. Figure out what level of respect that they are looking for. Do not automatically call people by their first name. When people hear you using a title with them, they assume that you see their value as a person, and that you respect them. If you appeal to everyone's sense of dignity, they will play the part.

And of course all of these bets are off if the person call is an absolute ass.-they do exist out there....



  ¶ 1:26 AM