WEBVTT

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It’s not uncommon for people to simply “freeze up”

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when another person tries to steamroll the situation.

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Yet, moments later we want to
kick ourselves because we now know

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what we should have said--only it’s too late

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At that same time,

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we think we’ll say the wrong thing
and the person will get even more upset.

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See, the real issue is… our lack
of response won’t solve the problem

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and nothing will change.

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We can’t simply shut down…
we have to find a way to speak up -

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no matter how difficult or scary it might seem.

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And we can do it by simply being… honest and respectful.

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You stopped the line again! Yeah,
that’s my bonus you’re messing with!

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What’s the holdup?

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Hey, maybe I wasn’t clear. So let me explain.

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The line keeps moving and we all get a bonus.

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You’ve shut the line down three times
today. What is your problem?

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I know you want that bonus… so do
I… but I can’t pass these products.

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Why? These are good enough. What’s the big deal?

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The big deal is… that they’re not
good enough and I have to stop the line.

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Look, you need to back off; and keep the line moving.

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I know you want that bonus to get that bike…
but our quality standards are what they are.

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We have an obligation to meet our
company’s standard for customer satisfaction…

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Hey, hey! I don’t care.

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Well I do.

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You’re not gonna give up on this, are you?

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No. I won’t.