FistFree Language™
Core communication skills apply to everyone. Its how our brains are wired. Its how language works. Whether youre a young offender or the president of a multinational corporation.
The newspapers and television newscasts are filled with reports of violence on a daily basis: air rage, workplace rage, road rage, school bullying, school shootings, domestic violence that has ended with one partner being killed. A major component of all these events is verbal violence.
With few exceptions, physical violence is preceded by verbal violence.
What Can FistFree Language™ Do for Me?
Arent you tired of people telling you to just go and talk nicely with someone youve been arguing with? Youd rather talk to a brick wall because you feel you have a better chance of getting your message through.
FistFree Language™ provides practical language-based tools to effectively get your message through in a nice way. For example,
Common Technique: Tell me what I can do for youe
In customer service circles, people are taught to ask the other person how they can help them, on the philosophical basis that this not only shows youre interested in helping them, but leaves them in control. But it more often leads to an explosion than an exploration of ways to resolve the situation.
The other person has been complaining about the way your product is not working for quite a while. Nothing you've suggested will work.
Your response, Tell me what I can do for you.e
Their usual reaction, either You can _¯®> it where . . . , or some other form of angry outburst.
Of course. Youve just told them that you havent been listening to anything theyve said. They have been telling you what they want you to do: to fix it or replace it or give them their money back.
At this point in the discussion, it is best to summarize what theyve told you and what youve said, prefaced with a statement that the summary is your understanding. Such as, Let me see if Ive got this straight: you . . ., and my suggestions that . . . wont work for you. That way, if youve missed a crucial point, they can fill in the blanks. This often happens because theyve buried that one bit of information in a lot of detail, or theyve forgotten to mention it because they dont realize that it is a crucial point.
Contact us to see how FistFree Language™ can help you.
