|
Defusing Tactic # 25: The Broken Record Technique |
|
|
|
Written by Robert Bacal
|
|
Monday, 01 March 2004 |
|
Learn how to apply Tactic # 25 ? The Broken (Stuck) Record Technique - in order to gain and maintain control over hostile interactions.
If a person is talking angrily and not paying attention to what you are trying to say, it is a waste of time to get into any complex explanations. One tactic that people find useful is called the Broken (or Stuck) Record technique. This involves repeating one or two short sentences until the angry person starts to hear you. What you choose to repeat is important. Chose language that shows that you are willing to help, and that you are concerned, rather than formal, bureaucratic language.
This is an excerpt from the Defusing Hostile Customers Workbook. For an in-depth example of this technique and for more detailed help on defusing customer hostility, click here. |
Customer Service 
