WEBVTT

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

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tries to steamroll the situation.

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Yet, moments later we
want to kick ourselves

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because we know now
what we should have said

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only it’s too late.

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At that same time, we think
we’ll say the wrong thing

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and the person will get even more upset.

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See, the real issue...

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is our lack of response won’t solve
the problem 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!

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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.

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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...

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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.