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How to Deal With an Irate Person

This is a great tip, via Lifehacker, about how to deal with an irate person. This technique is called the "pace and lead." Basically, it is used when someone is complaining about something. Example:

Patron: The waiter took 15 minutes to bring me my breadsticks! What kind of place is this? I have a mind to never come here again.

Manager: He did what?! That is totally unacceptable!!!

This is the pace part. By matching his emotions, he relates to you. Next comes the lead part. Slowly bring your emotion level down, and his will follow. If this does not work, bring your emotion level back up, and about 30 seconds later, try to bring it down again, very gradually. By doing this, you will establish trust and relation, and be able to actually hold a productive conversation with an irate person. More here.
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Posted by PU on Saturday, September 23, 2006 at 11:49 PM Post a Comment

1 Comments:

Anonymous Anonymous said...

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8:42 AM  

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