Sam Horn is an award winning communication consultant. She is renowed for her highly practical solutions to difficult situations that one faces everyday.
GIRL AT THE COUNTER RESPOND TO THE AUTHOR:
The girl at the counter in the ice-cream store, exhausted by the day’s hectic work, responded angrily to the author’s request. The author, controlling her annoyance, spoke to her sympathetically and thus won her heart. The author advises people not to react angrily when someone is rude because it will only worsen the situation.
“TONGUE FU” TECHNIQUE:
It is no use reacting angrily when someone is rude to you because it will only worsen the situation. The author suggests some non-combative ways which can be used without offending both the parties. The author calls these techniques “TOUNGE FU”. Handling hassles with humour saying “SORRY” when someone complains avoiding unnecessary arguments etc are some such techniques.
TALLMAN COPE WITH THE SITUATION:
The author happened to meet the tall young man who used a novel technique to prevent others from making fun of himself. The message was that if you had a condition that bothered you, you should try having fun with it.
RESPOND TO THE COMPLAINT:
When people being complaints, it is no use giving them explanation because. This will only aggravate his anger. The best thing is to say” SORRY” and then tries to take necessary action. This will defuse his tension. The receptionist at the doctor’s office tackled an angry customer effectively through this method.
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