Showerthought: My go-to calm voice approach failed me big time yesterday

I used to believe talking softly could de-escalate any situation. Then a guy shouting over a billing error just got louder until I had to get my boss. Seeing that happen made me switch to stating facts clearly right away.

3 comments

3 Comments

patriciap5229d ago

Ever have your calm voice just make someone angrier? I tried that once and the person just talked over me like I wasn't there. Stating facts clearly from the start is definitely the better move.

quinn_hayes28d ago

Ever notice how some people just hate any tone that isn't theirs? Makes me think @jordan_young has a point about facts feeling aggressive too. Is it the tone or just stubborn people?

jordan_young29d ago

But sometimes facts can come off as aggressive too.