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Defusing Tactic # 20: Replace Some Statements With Questions

Written by Robert Bacal
Find out why replacing some statements with questions is an applicable tool for cooperative communication.  Asking questions helps you in your ability to control the interaction, shows you are interested in the person, and may help you gather information that will help you with the substance of the person's problem.   It is important to use a very calm, quiet voice when questioning, so the questioning doesn't sound like an inquisition.  An example:  Rather than "It's not our policy to handle appeals.  Go to the appeals board".  Try "Did you know that you can speak to our appeals board?" This is an excerpt from the Defusing Hostile Customers Workbook.  For more detailed help on defusing customer hostility, click here.