How to Talk to a Stonewalling Asshole on the Phone When
You Are Vulnerable and Overwhelmed But Still Keeping Your Peace of Mind and
Winning
Dedicated to someone who never thanks me when I dedicate
writing to her.
Recently I watched someone I care about a lot talking to
a stonewalling asshole on the phone. The person I care about was vulnerable and
overwhelmed and I could hear that squeaky little rabbit sound in her voice and
it cut me to the quick.
God has sent me the kind of life where my path is
littered with Don-Quixote-style windmills and all I have to tilt at them is my
puny little pen. I've had to talk to a lot of stonewalling assholes on the
phone.
I want to share what I've learned about talking to stonewalling
assholes on the phone when vulnerable and overwhelmed.
1.) Walk away from the phone & Develop your quiet
place.
Yes. You heard me. Now do it.
Listen, I'm a teacher, and I'm going to walk you through
this process. Believe me when I tell you: the first thing you have to do when
it is time to talk to a stonewalling asshole on the phone is to walk away from
the phone.
You are going to feel tempted to skip this step. Do not
skip this step. It is the single most important step.
This is what you are going to do: you are going to
develop a quiet place.
A quiet place is a set of reactions to stimuli that your
body produces on command. You want to be calm, happy, and self-confident. You
want to radiate a beneficent conviction that you getting what you want is the
best damn thing that ever happened on planet earth. You do not want to feel
vulnerable. You do not want to feel overwhelmed.
This is how I develop my quiet place.
I do this when I have time. I don't do this at the last
minute.
I provide input to all my senses. I wear clean clothes, I
brush my teeth, I sip a cold drink, I put on a favorite perfume, I listen to
New Age music like Jonathan Goldman's "Holy Harmony," available on youtube,
and I breathe very slowly and focus on each breath. I meditate on Jesus' love
for humanity, or waves crashing on shore, or walking off into the forest with
Uncle John. I envision predictable things, like a Sacred Heart image, or the
path through the rye behind Uncle John's house.
Giving myself all this cues: the smells, the sounds, the
sights, the tastes, the feel, teaches my body to assume this relaxed posture
the next time I plug in all these stimuli.
Now, I might be walking home through heavy traffic and in
a bad neighborhood, and feel a migraine coming on, but just envisioning the
path behind Uncle John's house and calling to mind Jonathan Goldman's
"Holy Harmony" brings my body into relaxation mode, and the migraine
is lessened if not extinguished.
2.) After you've meditated on relaxation and love for
fifteen minutes, think about the big picture. The phone call you are going to
make is not what life is all about. Life is a learning experience. What you are
going to learn from this phone call is how to defeat a certain kind of dragon.
The whole point here is not the $49.95 the company owes you for the framistan
that malfunctioned while still under warrantee. No one is going to mention that
framistan in your obituary. But people might mention, and remember, how solid
you are, how good you are at slaying dragons, and how you kept things in
proportion.
That's what talking to stonewalling assholes on the phone
is all about. It's about learning to slay dragons while maintaining your peace
of mind.
3.) Think about your priorities and the people with whom
you make deals. Beware of promises. No Nigerian princes. No sexy Asian girls
eager to meet nice lonely rich American men. Read between the lines. Be
appropriately suspicious before you sign on the dotted line. Ask yourself if
your route to happiness really is lined with items purchased on a whim on the
home shopping network. Read Yelp and Google and Amazon reviews. Look before you
leap. Ask for advice from older, more wizened friends. Don't overextend yourself.
Check your credit report. In short, do everything you can to minimize the
number of times you have to talk to stonewalling assholes on the phone.
4.) Focus on their vulnerabilities and your strengths. All
conflict comes down to vulnerabilities v. strengths, and strategy.
What weapons do you have?
What vulnerabilities does your opponent have?
Example. My building is being renovated. The renovators
dumped loads of brick dust in my apartment, two separate times. Did much damage
to pretty much everything I own.
I had to buy a vacuum cleaner to clean it up. I deducted
this from my rent. My landlord sent me a threatening letter from a lawyer.
I could go to court, but it would take time and energy. I
would prefer to avoid court.
I realized that it was the renovator who dumped the brick
dust, and that that company would be negatively affected if I were to write an
accurate account of what transpired on internet sites devoted to reviews of
construction companies. I wrote to the renovator and said I'd write and post
just such a review. My strengths: I'm a good writer, too, I had photographs and
an audio-recording documenting the company's dumping of brick dust. The
company's vulnerability: a negative review would hurt their business.
They did, indeed, pay for the vacuum cleaner.
So, before you get on the phone with an asshole, assess
the situation. What weapon do you have that could be used to end things rapidly
in your favor; what vulnerability does your opponent have that you can exploit?
5.) Don't pick up the phone if you are already tense.
Don't pick up the phone in a tense environment. If someone is bullying you at
your end, you have already lost. Tell the person at your end who is bullying you
that their bullying is damaging your performance and may lose the case for you.
In short, place yourself in a calm environment. Be sure you can hear well. Be
sure the person you're going to be talking to can hear you. Call when you are
calm and at your best.
6.) Keep a pen and paper at hand. Consider buying a voice
recorder or using any recording function your phone has. Let the other person
know that you are recording the conversation if you do so.
7.) Record the following: who, what, when, where, why,
how. Get names. Write them down. Spell the person's name and ask for
confirmation. Record the time and length of the phone call. Record the phone
number you called. If you are transferred, ask what the number is they are
transferring you to.
8.) State your case briefly, clearly, without any drama
or emotion. When you state your case, stick to who, what, when, where, why,
how. Don't be mean, don't be pitiable, don't be angry. The person you speak to
may attempt to goad you to try to get an emotional response out of you. Resist it.
Again, don't be mean, don't be pitiable, don't be angry. The facts, just the
facts. If you are being goaded, simply repeat the purpose of your call, and
your request. "I am calling about a malfunctioning framistan. It is still
under warrantee. I want a replacement. Please send it to this address. Please
confirm that you will replace the framistan, as guaranteed in your
warrantee."
9.) Constantly keep asking for answers to who, what,
when, where, why, how. Ask, "When can I expect a new framistan?" for example.
"Please give me the name of your superior who has denied my claim for a
new framistan. Please give me his phone number." "How long do I have
to send in an appeal to your denial of a framistan?" Write everything
down.
10.) Have a backup plan. "Since you will not replace
my framistan, I will post complete details of this transaction on the Amazon
page for your products. I will post a similar negative review on my blog. I
will include your name and a detailed account of this conversation." If
you have some talent, harness that. "My friends and I are in a theater
troupe and we will post a satire of your poor customer service in a youtube
video." If you have friends in high places, make use of that. "My
uncle is a buyer for a campus bookstore and he will make sure that from now on,
his bookstore will stock only your competitors' framistans."
Remember, at no point in the conversation, never, do you
lose your cool. You act cool and calm, and you are cool and calm. You don't
feel angry, pitiable, or overwhelmed, and you don't behave as if you are angry,
or pitiable, or overwhelmed. Before this conversation began, you went to your
quiet place, and you are still there, and you will still be there after the
phone call is over. No matter whether you receive the replacement framistan
worth $49.95 or a million bazillion dollars or not, you still have "the
priceless gift of serenity."
11.) Lather, rinse, repeat. Sometimes it takes several
phone calls, letters, and in-person visits to get something done. Talk to more
than one person. Consider an in-person visit. Constantly reassess your weapons
and your opponent's weaknesses. Try new strategies. Read "Rules for
Radicals," a really good book about how to get things done without killing
people. An example. Alinsky says that Rochester's biggest employer,
Eastman-Kodak, did not hire enough black people. To protest, Alinsky threatened
to get a bunch of black people to eat beans and attend a concert by the
Rochester Philharmonic, a recipient of Eastman-Kodak's donations, and fart all through the performance. There's more
than one way to skin a cat!
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