June 7, 2007I Am Not Frightened by Anger
When Bill raised his voice in an apparent attempt to intimidate Gloria, she replied,
- I am not frightened by anger. Let’s focus on the facts here.
Her words called Bill on his tactics without actually accusing him of using them. The conversation got back on track.
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Question: When you have an angry customer on the phone do you think this statement would be appropriate to use or just flame the fires?
Thanks,
M
Comment by MS — June 11, 2007 @ 6:55 pm
I think this one is better for face-to-face with people we know. It’s like all the phrases – one that works magic in one place can backfire in another. With a stranger, I would be more inclined to say something like,
* I understand you’re angry. It will help if we worked together to solve this.
Comment by merylrunion — June 13, 2007 @ 6:49 am