Power Phrases and Danger Phrases for Difficult and Demanding People
About the Lecture
The lecture Power Phrases and Danger Phrases for Difficult and Demanding People by Dan O'Connor is from the course Executive Communication Training (EN). It contains the following chapters:
- Power- and Danger Phrases for Difficult People
- Positive Responses: E-Mails
- Common Danger Phrases: "I Don't Know"
- Common Danger Phrases: "I Know How You Feel "
- Three-Line Verbal Patterns
- Three-Line Verbal Pattern: A Secret
Included Quiz Questions
When trying to calm down an upset customer, remember to use the phrase:
- My name is . . .
- I'm trying to . . .
- When you . . .I feel . . . because . . .
- Calm down
When referencing your company policy, make sure you also use the phrase . . .
- the reason . . .
- I understand . . .
- so you can . . .
- are you trying to . . .
When declining a request a customer has made, try weaving in a . . .
- benefit statment
- blacklight statement
- spotlight question
- empathy phrase
When using the feel-felt-found, the "felt" lets the other person know . . .
- They are not the only one who has felt/thought that way
- You empathize with them
- There is hope for them
- What the benefit is for them
When getting someone to bond with you, try . . .
- Asking them to do you a favor
- Doing a favor for them
- Getting them to tell you a secret
- Getting them to confess to you
If other people recognize the verbal patterns you use, they will be most likely to:
- respect your message more
- discount what you're saying
- call you on your behavior
- tell you the truth
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Author of lecture Power Phrases and Danger Phrases for Difficult and Demanding People
Dan O'Connor
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