This table will help you better navigate the process of business telephone conversations with clients and build a more comfortable and at the same time secure communication strategy.

The following table, compiled by management specialist S. R. Filonovich, is devoted to the ability to conduct a telephone conversation with different people:

I. With persistent and demanding interlocutors.

Listen - and you will understand what the interlocutor requires.

Contrast the interlocutor's perseverance with your perseverance, but be "one step behind."

Use closed questions more often to control the flow of the conversation.

Be friendly, but precise and direct in your statements.

Be polite.

II. With an aggressive interlocutor.

Listen carefully and then you will understand what worries the interlocutor.

Establish contact by expressing sympathy and regret in general terms.

Propose an action plan and then implement it.

Keep your cool and don't give in to the other person's mood.

Be polite.

III. With a conversational interlocutor.

Ask closed questions.

Watch for pauses in conversation.

Do not give in to the interlocutor, do not let him drag you into a long conversation.

If you learn how to effectively, briefly, concisely and competently conduct telephone conversations, then this will make it easier for you to get away from the psychological pressure and “attacks” that all business people often have to hear on the phone. However, it is useful to apply specific methods of repelling aggression:

When the phone rings, be psychologically prepared for anything, including the fact that right now you will receive unpleasant information, be attacked and criticized. Most often, those people who approach the phone with an imposing step in a relaxed, benevolent mood receive and “miss” blows. And at the same time, do not strain - neutral information and state always give a greater range of responses.

If you hear the voice of a person on the phone who you think will start attacking you, try a preemptive strike or counterattack as a response strategy. You can do this in a tough way, presenting him with some kind of accusation (the main thing is that it is fair) or in a soft way, clearly directing the conversation in a different direction and not allowing yourself to be drawn into a showdown.

From the very beginning of the conversation, put up a mental shield that will separate you from this person and surround you with energy through which it will be difficult for an aggressive force from the outside world to break through. The technology of building this shield in live communication, which is quite applicable in a telephone conversation, is described in detail in "Invisible Armor".

When we are pierced during a telephone conversation, and we feel a wound or an energy breakdown, this means that for a brief moment we still identified with the phone and the interlocutor, as if he were next to us and even a part of us. And he is actually on the other side of the city, or even on the other side of the planet. Remember it, feel it and try not to forget it during the conversation. "Spatial shield" - a mental distance from the object of aggression - very well helps to maintain emotional balance when talking through the telephone receiver.

Regardless of whether or not you were “punched” in a telephone conversation, tune in to free yourself from the energy received during such communication. Sometimes this energy trails behind a person in a dark trail for a long time, poisoning his mood and preventing him from acting effectively and successfully, achieving his goals. Therefore, whenever you end a telephone conversation and are about to either call someone else or take on new cases, mentally shake off the old energy from yourself, free yourself from unpleasant experiences and memories, tune in to a feeling of complete freedom from all images and feelings of the past.

If you yourself, out of necessity, call an unpleasant person who, as you are sure, will oppose you with all his might, try to imagine what result you want to get. Assess the strength of his resistance and tune in to break his resistance. After you hear an irritated answer, encounter opposition that deflects your will, try to speak in such a way as to return the situation to its original level. Imagine that through a telephone conversation there is a struggle between two auras, two energies that collide with each other over words. Try to believe that behind you is a wall of light energy that protects you, and when you begin to attack on a logical and volitional level, this wall moves towards your opponent and pushes the debater away, removing him from the circle of your attention. Of course, all such images should be supported by successful verbal behavior, apt words, verified arguments, and correctly placed accents. Remember that perseverance and perseverance in achieving your goals and plans is the best key to achieving a state of security, which is very helpful in both ordinary and telephone relationships.

Every person in his life faced aggression both as an initiator and as a victim. Both positions are unpleasant in aggression. But for some reason, nature made us with this ability. Maybe, in general, this aggression is needed? And if so, what role does it play? What is this aggression anyway?

There are so many questions that you need to write a lot to solve them, and you need to read. Therefore, make yourself comfortable, we will understand what aggression is, what types of it are, and how to deal with verbal aggression.

A strong man can afford to be soft and good-natured,
while aggression and cockiness are the lot of the weak.
Icewind Dale

What is aggression?

Aggression is an emotional act, which is directed at another person, is accompanied by a desire to do something bad to him. Although this is not always the case. But this is a matter of force of aggression. We need this reaction from nature. If you look at the animal world, then their aggression is aimed at establishing their own rules and protecting their lives.

Very often fear can be the cause of aggression. In this case, the person or animal chooses the "attack" strategy. Thanks to this, he has a chance to survive. Aggression also helps a person to establish his own rules and manage in certain situations. Moreover, to establish power, aggression is simply necessary.

Types of aggression

Aggression, like any phenomenon in our world, can be classified. Knowing what type of aggression the other person or you have at the moment will help you choose the right behavior strategy. But this will be discussed in more detail in the main part of the article, how to deal with aggression.

Verbal and non-verbal aggression

Verbal aggression is a verbal attack on another person., which is expressed in outbursts of anger, screaming, threats or other acts that can only cause psychological trauma to another person. But at the same time, verbal aggression does not harm physical health in most cases.

She is just unpleasant and she also needs to be able to resist. After all, verbal aggression can sometimes hurt more than non-verbal. A person can even throw himself into a noose, upset by the attitude of a certain person towards himself. This, of course, is not good.

If a person knows how to resist verbal aggression, then he has a second wind. In addition, he looks much better in the eyes of others. After all, if you can competently parry attacks from other people, even verbal ones, then such a person seems more self-confident. And this property of personality is very useful for a person and his success.

The more successful a person is, the more he has to deal with verbal aggression. After all, he has a lot of envious people and just people who are not afraid to express their opinion. If you take offense at every person who shows aggression and do not know how to react to him, then you can really go crazy.

Non-verbal aggression is actions that are not related to the words of a person.. A person does not often encounter it, since words can often be connected to non-verbal. It can be of different intensity and nature, so non-verbal aggression can either cause harm or not.

Non-verbal aggression is dangerous for another person when it is active. Then various dangerous objects and other goodies can be used. If it is hidden, then it does not pose a danger to humans.

Such aggression is expressed only in certain gestures, complexion, posture, gaze. Moreover, the rule works that if somewhere a person suppresses the external manifestations of his aggression, then all the same they crawl through in other gestures or poses.

Direct and indirect verbal aggression

We continue to analyze the classification of types of aggression in more detail. Now we will look at types such as direct and indirect. In principle, based on their name, the content of these varieties becomes clear.

Direct aggression directed directly at the object and performs its function with the greatest force.

As a result, direct verbal aggression is much harder to bear than indirect. After all, direct aggression is directed directly at you, and who knows how you will react. Many factors lie here, such as life experience, position, self-confidence of the person against whom aggression is directed, as well as the ability to resist this pressure at the right time.

There are many examples of direct aggression. These are murders, fights, quarrels - in all these things, aggression is directed primarily at the person himself. Each member of the skirmish acts both as a subject and as an object of aggressive interaction, constantly inflaming each other.

Our task is quite simple. No need to succumb to aggressive provocations. It must be remembered that they carry water on the offended. Don't waste your time getting overly emotional.

There is no need to respond with aggression to aggression, as this has sad prospects. Not a single murder or rape on domestic grounds happened just like that. It's even funny. People mostly feel sorry for causing harm. But in a state of increased aggressiveness, this is quite possible.

Indirect aggression is not directed directly at you, but it concerns you.. Examples of indirect aggression can be both relatively harmless types, such as mockery in absentia or face-to-face, but not at the object of ridicule, and offensive ones. You need to look at the situation and understand that indirect aggression is much easier to overcome.

Indirect aggression can sometimes be even more harmful than direct aggression. Especially when someone starts complaining to the boss about you. Such "squealing" can lead to very sad consequences, so you need to be vigilant in both eyes so as not to provoke others to this kind of indirect aggression.

If you find it difficult to deal with different types of aggression, then you need to read the next section of this article. Then you will have noticeable results. So how do you deal with aggression?

How to deal with verbal aggression?

The fight against aggression is a necessary element in the life of every person. After all, there is not a single iron man, everyone can get angry.

Sometimes aggression can stimulate our thinking and desire to achieve a goal. Therefore, you must first be able to distinguish between healthy aggression and unhealthy verbal aggressiveness.

As mentioned earlier, verbal aggression can stimulate not only your performance, but also this parameter in other people. There are two types of aggression:

1. Self aggression.
2. aggression from others.

Aggression from yourself is when you get irritated. If you do not learn how to independently remove (not suppress, but precisely remove) negative emotions within yourself, then you will not be able to resist the aggression of other people. After all, every person who pours such behavior into the outside world, in fact, becomes a provocateur who is just waiting to prevent you from living in peace.

Moreover, some people simply like to provoke others. Some get moral pleasure from this, and some even manage to get material chips in this way, compromising you for unfavorable behavior. Moreover, even an ordinary offense can develop into aggression.

It is known that there are two types of resentment:

1. Introverted, closed type. Then the person simply does not want to communicate with those whom he is offended by.
2. Extraverted. This type is most often a direct consequence of the first, although there are exceptions. This type of people always shows resentment in an aggressive form.

It could be revenge or a fight. If we do not learn not to be offended, then even the most notorious person can come to this. Moreover, they even have more aggression over time due to the fact that they swallow resentment and accumulate it. Shootouts in schools were organized by those schoolchildren who were persecuted and who harbored a grudge against the whole world.

Aggression from other people is when the source and provocateur is a verbal aggressor. It is important to say that this division is rather arbitrary, since aggression is primarily a mutual act. If one person does not reciprocate it, aggression immediately loses its strength or even fades. So it's important to understand this thing.

The best way to deal with aggression is not to respond! Do not even endure, because strong-willed efforts always end. You just need not to attach much importance to the aggression that is directed at you by other people. Trust me, it's not worth it. Any aggression ends negatively.

It has already been proven that most of the negative emotions provoke the occurrence of cancerous tumors. In addition, negative emotions tend to plant completely in our brain, so it will be more and more difficult to get out of the abyss of negativity. Yes, it is the same addiction as a drug addiction, since negative emotions also affect the motivational components in our brains.

This is how negative motivation works. I want to avoid bad situations. But how to live if you avoid everything that we see in this world. We need to learn not only not to react to aggression from other people, but we also need to just ignore it. No one can help you with this, only you can deal with the problems that are in your heads.

conclusions

You need to learn the skills to manage your own emotional state. They are acquired for a very long time, it takes decades. But why not try. There will be something to aim for. Believe me, the secret of iron nerves is only in your head. Any emotion is nothing more than a banal physiological reaction. Therefore, actively inspire yourself with the right thoughts to make life easier.

Video presentation

You can also watch the presentation of the article in video format:

Externally, an analytical table consists of a common heading, a system of horizontal lines and vertical columns (columns, columns). As you know, each table consists of a subject and a predicate. The subject shows what is at stake, contains a list of indicators characterizing the phenomenon. The predicate indicates what features the subject is characterized by.

Each table should have a heading that briefly expresses its content. It should be accurate, concise and expressive.

The columns containing the subject are numbered with capital letters of the alphabet, and the columns containing the predicate are numbered with Arabic numerals. All words in the headings of the subject and predicate must be written in full. If necessary, the unit of measurement of the indicator should be indicated in the headings of the columns. If all elements of the table are expressed in the same units of measurement, then this unit can be placed in the heading of the table by putting it in brackets. For the convenience of using tables with absolute and relative indicators, absolute and then relative data should be given first. When reflecting the dynamics of indicators, the data must be arranged in chronological order.

According to the analytical content, tables are distinguished, reflecting the characteristics of the object under study according to certain characteristics, the procedure for calculating indicators, the dynamics of the studied indicators, structural changes in the composition of indicators, the relationship of indicators according to various criteria, the results of calculating the influence of factors on the level of the indicator under study, the methodology for calculating reserves, summary results of the analysis.

In tables of the first type indicators characterizing this or that economic phenomenon are recorded, and the level of this indicator for the reporting period for one or several objects is reflected (see Table 4.8).

To reflect in the tables the order of calculation of analytical indicators Initially, the initial information is given, and then the calculation of the derived data necessary to calculate the required indicator is made. For example, to calculate the correlation coefficient, it is necessary to calculate and then using formula (7.7) find its value.

When studying the dynamics of indicators first, the initial information is given for a number of years in chronological order, on the basis of which the basic and chain growth and growth rates are calculated, expressed as a percentage or indices (see Table 4.6).

In the tables characterizing the implementation of the plan, the planned and actual data for the reporting period for each object are reflected, after which the absolute deviation from the plan and the percentage of the plan are calculated (see Table 4.1).

When registering structural changes in the composition of indicators provide data on the composition of the phenomenon under study in the base and reporting year, on the basis of which the specific gravity of each element or part in the overall whole is calculated and deviations from the plan are established (see Table 4.14).

To reflect the relationship of phenomena a table is compiled in which individual or group data for one of the indicators are ranked in ascending or descending order and, accordingly, data are arranged for other indicators related to it (see Tables 4 7 and 4.16).

In tables intended for processing the results of factor analysis, it is necessary to first reflect the information on factor indicators, then on the effective one and the change in the latter as a whole and due to each factor separately (see Table 6.2).

Similarly, tables are drawn up reflecting reserve calculation results. They provide the actual and possible level of factor indicators and the reserve for increasing the effective indicator due to each factor (see Table 7.12).

To summarize the results of the analysis make up summary tables that systematize the research material of certain aspects of the enterprise's activities (Table 24.18).

35

The art of telephone conversations in line with our topic includes both general principles that allow you to successfully achieve your goal, and special techniques that help repel an attack and maintain the integrity of your personality. First of all, you need to work on your voice - after all, it is your main tool in all telephone conversations. If it sounds too loud or, on the contrary, quiet, if the voice is hoarse, rough and wheezing, it is unlikely that the other end of the phone will be satisfied, especially when we are talking with a stranger. The intonation with which the words are pronounced is very important. What is she - calm, restrained, pleading, domineering, cold, warm? Even when you say the most correct things, the timbre of your voice, along with intonation, can seriously devalue them. Therefore, train - both in ordinary communication and in the silence of loneliness (you can, for example, record your voice on a tape recorder and listen to how it sounds and then try to repeat the same phrase with different intonation and timbre), and even during the telephone call itself. conversation.

Breathing also plays a very important role. Noisy heavy breathing makes a corresponding impression, and since the interlocutor also feels a certain heaviness coming from you, he usually tends to quickly hang up, even if the business part of the conversation has not yet been completed. Try to learn how to breathe easily and silently, and if you don’t feel like learning and don’t have time, then at least try not to show that you have heavy breathing. It is very useful to do brief breathing attunements before serious negotiations, when you observe your own inhalations and exhalations for about a minute, and then, after sighing once, start a conversation.

The art of proper pauses is very important and can be a powerful tool for achieving effective goals in a conversation. However, remember that in a telephone conversation, pauses should be somewhat shorter than in a live conversation, where during silence you can go to the window or stand near the chandelier so that your interlocutor can better see your expression and understand what is behind your words. Since there is no way to send a signal about your posture and facial expression in a telephone conversation, be careful with pauses: if they drag on for too long, the interlocutor may think that the connection has been disconnected and you simply cannot hear him. At the same time, pauses are needed if you are talking on the phone at the speed of Zhirinovsky, without taking any breaks - hardly anyone will like it. Sometimes a pause is required to take a breath, as if instantly throwing off fatigue and filling your whole being with energy.

During a telephone conversation, try to maintain an optimal energy tone and a harmonious state of your own chakras. When people talk on the phone, almost all chakras are involved, but the leading center is the throat center - the vishuddha chakra. This center is most nourished by two other centers adjacent to it - anahata, or the heart center, and ajna - the center of reason, responsible for mental work.

It can be very useful to use keywords or phrases in a telephone conversation that help to better understand the essence of the issue. Since when communicating through a tube, a person uses only one auditory channel of perception, it is not always easy for people who have well-developed other channels (visual, tactile) to absorb information by ear. If you are faced with the fact that the information you transmit is difficult to digest by your interlocutor, start entering words from the conceptual kind of other channels of perception. Tell him more often - imagine, imagine, try to see or feel, feel, touch.

Once we checked these words with my client, who had big problems at work with the customer, who did not accept any offers and options when discussing the work, which slowed things down a lot. The customer interrupted him several times, the pipe glowed with discontent, although they needed each other. Then Maxim, my client, on my advice changed his vocabulary, began to use words from a different semantic range. The result was not slow to tell.

Learn to compress information during telephone communication, gather consciousness and will together and try to speak as accurately as possible, choosing words. Remember that you have a few minutes to say the main idea and convey the most essential, ruthlessly pushing aside the superfluous.

METHODS OF REFLECTION OF TELEPHONE AGGRESSION

This table will help you better navigate the process of business telephone conversations with clients and build a more comfortable and at the same time secure communication strategy.

Do not speak	speak
Explain to me what you want.	How can I help you?
I'm sorry to disturb you.	Thank you for giving me attention.
Yes, but...	Yes, that's why...
No problem.	Yes, I agree with you.
Hello!	Yes, I am listening to you.
Hello! Hello! What are you saying?	You hear me?
In two or three weeks the issue will be resolved ...	The issue will be resolved on June 20.
I dont know.	I will try to find out.
I do not know.	I'll find out.
You are wrong/	Please, clarify what you mean.
Is not a fact!	Something must have happened.

The following table, compiled by management specialist S. R. Filonovich, is devoted to the ability to conduct a telephone conversation with different people:

I. With persistent and demanding interlocutors.

Listen - and you will understand what the interlocutor requires.

Contrast the interlocutor's perseverance with your perseverance, but be "one step behind."

Use closed questions more often to control the flow of the conversation.

Be friendly, but precise and direct in your statements.

Be polite.

II. With an aggressive interlocutor.

Listen carefully and then you will understand what worries the interlocutor.

Establish contact by expressing sympathy and regret in general terms.

Propose an action plan and then implement it.

Keep your cool and don't give in to the other person's mood.

Be polite.

III. With a conversational interlocutor.

Ask closed questions.

Watch for pauses in conversation.

Do not give in to the interlocutor, do not let him drag you into a long conversation.

If you learn how to effectively, briefly, concisely and competently conduct telephone conversations, then this will make it easier for you to get away from the psychological pressure and “attacks” that all business people often have to hear on the phone. However, it is useful to apply specific methods of repelling aggression:

When the phone rings, be psychologically prepared for anything, including the fact that right now you will receive unpleasant information, be attacked and criticized. Most often, those people who approach the phone with an imposing step in a relaxed, benevolent mood receive and “miss” blows. And at the same time, don't stress yourself - neutral information and state always give a greater range of responses.

If you hear the voice of a person on the phone who you think will start attacking you, try a preemptive strike or counterattack as a response strategy. You can do this in a tough way, presenting him with some kind of accusation (the main thing is that it is fair) or in a soft way, clearly directing the conversation in a different direction and not allowing yourself to be drawn into a showdown.

From the very beginning of the conversation, put up a mental shield that will separate you from this person and surround you with energy through which it will be difficult for an aggressive force from the outside world to break through. The technology of building this shield in live communication, which is quite applicable in a telephone conversation, is described in detail in "Invisible Armor".

When we are pierced during a telephone conversation, and we feel a wound or an energy breakdown, this means that for a brief moment we still identified with the phone and the interlocutor, as if he were next to us and even a part of us. And he is actually on the other side of the city, or even on the other side of the planet. Remember it, feel it and try not to forget it during the conversation. "Spatial shield" - a mental distance from the object of aggression - very well helps to maintain emotional balance when talking through a telephone receiver.

Regardless of whether or not you were “punched” in a telephone conversation, tune in to free yourself from the energy received during such communication. Sometimes this energy trails behind a person in a dark trail for a long time, poisoning his mood and preventing him from acting effectively and successfully, achieving his goals. Therefore, whenever you end a telephone conversation and are about to either call someone else or take on new cases, mentally shake off the old energy from yourself, free yourself from unpleasant experiences and memories, tune in to a feeling of complete freedom from all images and feelings of the past.

If you yourself, out of necessity, call an unpleasant person who, as you are sure, will oppose you with all his might, try to imagine what result you want to get. Assess the strength of his resistance and tune in to break his resistance. After you hear an irritated answer, encounter opposition that deflects your will, try to speak in such a way as to return the situation to its original level. Imagine that through a telephone conversation there is a struggle between two auras, two energies that collide with each other over words. Try to believe that behind you is a wall of light energy that protects you, and when you begin to attack on a logical and volitional level, this wall moves towards your opponent and pushes the debater away, removing him from the circle of your attention. Of course, all such images should be supported by successful verbal behavior, apt words, verified arguments, and correctly placed accents. Remember that perseverance and perseverance in achieving your goals and plans is the best key to achieving a state of security, which is very helpful in both ordinary and telephone relationships.

Chapter 13. PROTECTION FROM A CRIMINAL-AGGRESSIVE ENVIRONMENT

"One is prejudiced murder, but the other is defense. When you are attacked by the dark ones, it is necessary to defend yourself. The thought of defense is not murder. Everyone can defend themselves first of all by the strength of the spirit."

Living Ethics

"The Way of the Warrior is based on humanity, love and sincerity: the heart of martial prowess is true courage, wisdom, love and friendliness. Relying only on the physical aspects of belligerence is meaningless, because the power of the body is always limited."

Morihei Ueshiba

"Each bandit, even if he is much stronger than you, deep down knows that he is wrong. Each victim, even when she is weaker than a bandit, must remember and believe that she is right. In addition, the victim can always call on God for help, and bandit never."

(English proverb)

The art of telephone conversations in line with our topic includes both general principles that allow you to successfully achieve your goal, and special techniques that help repel an attack and maintain the integrity of your personality. First of all, you need to work on your voice - after all, it is your main tool in all telephone conversations. If it sounds too loud or, on the contrary, quiet, if the voice is hoarse, rough and wheezing, it is unlikely that the other end of the phone will be satisfied, especially when we are talking with a stranger. The intonation with which the words are pronounced is very important. What is she - calm, restrained, pleading, domineering, cold, warm? Even when you say the most correct things, the timbre of your voice, along with intonation, can seriously devalue them. Therefore, train - both in ordinary communication and in the silence of loneliness (you can, for example, record your voice on a tape recorder and listen to how it sounds and then try to repeat the same phrase with different intonation and timbre), and even during the telephone call itself. conversation.

Breathing also plays a very important role. Noisy heavy breathing makes a corresponding impression, and since the interlocutor also feels a certain heaviness coming from you, he usually tends to quickly hang up, even if the business part of the conversation has not yet been completed. Try to learn how to breathe easily and silently, and if you don’t feel like learning and don’t have time, then at least try not to show that you have heavy breathing. It is very useful to do brief breathing attunements before serious negotiations, when you observe your own inhalations and exhalations for about a minute, and then, after sighing once, start a conversation.

The art of proper pauses is very important and can be a powerful tool for achieving effective goals in conversation. However, remember that in a telephone conversation, pauses should be somewhat shorter than in a live conversation, where during silence you can go to the window or stand near the chandelier so that your interlocutor can better see your expression and understand what is behind your words. Since there is no way to send a signal about your posture and facial expression in a telephone conversation, be careful with pauses: if they drag on for too long, the interlocutor may think that the connection has been disconnected and you simply cannot hear him. At the same time, pauses are needed if you are talking on the phone at the speed of Zhirinovsky, without taking any breaks - hardly anyone will like it. Sometimes a pause is required to take a breath, as if instantly throwing off fatigue and filling your whole being with energy.

During a telephone conversation, try to maintain an optimal energy tone and a harmonious state of your own chakras. When people talk on the phone, almost all chakras are involved, but the leading center is the throat center - the vishuddha chakra. This center is most nourished by two other centers adjacent to it - anahata, or the heart center, and ajna - the center of reason, responsible for mental work.

It can be very useful to use keywords or phrases in a telephone conversation that help to better understand the essence of the issue. Since when communicating through a tube, a person uses only one auditory channel of perception, it is not always easy for people who have well-developed other channels (visual, tactile) to absorb information by ear. If you are faced with the fact that the information you transmit is difficult to digest by your interlocutor, start entering words from the conceptual kind of other channels of perception. Tell him more often - imagine, imagine, try to see or feel, feel, touch.

Once we checked these words with my client, who had big problems at work with the customer, who did not accept any offers and options when discussing the work, which slowed things down a lot. The customer interrupted him several times, the pipe glowed with discontent, although they needed each other. Then Maxim, my client, on my advice changed his vocabulary, began to use words from a different semantic range. The result was not slow to tell.

Learn to compress information during telephone communication, gather consciousness and will together and try to speak as accurately as possible, choosing words. Remember that you have a few minutes to say the main idea and convey the most essential, ruthlessly pushing aside the excess.

METHODS OF REFLECTION OF TELEPHONE AGGRESSION

This table will help you better navigate the process of business telephone conversations with clients and build a more comfortable and at the same time secure communication strategy.

Do not speak	speak
Explain to me what you want.	How can I help you?
I'm sorry to disturb you.	Thank you for giving me attention.
Yes, but...	Yes, that's why...
No problem.	Yes, I agree with you.
Hello!	Yes, I am listening to you.
Hello! Hello! What are you saying?	You hear me?
In two or three weeks the issue will be resolved ...	The issue will be resolved on June 20.
I dont know.	I will try to find out.
I do not know.	I'll find out.
You are wrong/	Please, clarify what you mean.
Is not a fact!	Something must have happened.

The following table, compiled by management specialist S. R. Filonovich, is devoted to the ability to conduct a telephone conversation with different people:

I. With persistent and demanding interlocutors.

Listen - and you will understand what the interlocutor requires.

Contrast the interlocutor's perseverance with your perseverance, but be "one step behind."

Use closed questions more often to control the flow of the conversation.

Be friendly, but precise and direct in your statements.

Be polite.

II. With an aggressive interlocutor.

Listen carefully and then you will understand what worries the interlocutor.

Establish contact by expressing sympathy and regret in general terms.

Propose an action plan and then implement it.

Keep your cool and don't give in to the other person's mood.

Be polite.

III. With a conversational interlocutor.

Ask closed questions.

Watch for pauses in conversation.

Do not give in to the interlocutor, do not let him drag you into a long conversation.

If you learn how to effectively, briefly, concisely and competently conduct telephone conversations, then this will make it easier for you to get away from the psychological pressure and “attacks” that all business people often have to hear on the phone. However, it is useful to apply specific methods of repelling aggression:

When the phone rings, be psychologically prepared for everything, including the fact that right now you will receive unpleasant information, be attacked and criticized. Most often, those people who approach the phone with an imposing step in a relaxed, benevolent mood receive and “miss” blows. And at the same time, don't stress yourself - neutral information and state always give a greater range of responses.

If you hear the voice of a person on the phone who you think will start attacking you, try a preemptive strike or counterattack as a response strategy. You can do this in a tough way, presenting him with some kind of accusation (the main thing is that it is fair) or in a soft way, clearly directing the conversation in a different direction and not allowing yourself to be drawn into a showdown.

From the very beginning of the conversation, put up a mental shield that will separate you from this person and surround you with energy through which it will be difficult for an aggressive force from the outside world to break through. The technology for building this shield in live communication, which is quite applicable in a telephone conversation, is described in detail in "Invisible Armor".

When we are pierced during a telephone conversation, and we feel a wound or an energy breakdown, this means that for a brief moment we still identified with the phone and the interlocutor, as if he were next to us and even a part of us. And he is actually on the other side of the city, or even on the other side of the planet. Remember it, feel it and try not to forget it during the conversation. "Spatial shield" - a mental distance from the object of aggression - very well helps to maintain emotional balance when talking through a telephone receiver.

Regardless of whether or not you were “punched” in a telephone conversation, tune in to free yourself from the energy received during such communication. Sometimes this energy trails behind a person in a dark trail for a long time, poisoning his mood and preventing him from acting effectively and successfully, achieving his goals. Therefore, whenever you end a telephone conversation and are about to either call someone else or take on new cases, mentally shake off the old energy from yourself, free yourself from unpleasant experiences and memories, tune in to a feeling of complete freedom from all images and feelings of the past.

If you yourself, out of necessity, call an unpleasant person who, as you are sure, will oppose you with all his might, try to imagine what result you want to get. Assess the strength of his resistance and tune in to break his resistance. After you hear an irritated answer, encounter opposition that deflects your will, try to speak in such a way as to return the situation to its original level. Imagine that through a telephone conversation there is a struggle between two auras, two energies that collide with each other over words. Try to believe that behind you is a wall of light energy that protects you, and when you begin to attack on a logical and volitional level, this wall moves towards your opponent and pushes the debater away, removing him from the circle of your attention. Of course, all such images should be supported by successful verbal behavior, apt words, verified arguments, and correctly placed accents. Remember that perseverance and perseverance in achieving your goals and plans is the best key to achieving a state of security, which is very helpful in both ordinary and telephone relationships.

Chapter 13. PROTECTION FROM A CRIMINAL-AGGRESSIVE ENVIRONMENT

"One is prejudiced murder, but the other is defense. When you are attacked by the dark ones, it is necessary to defend yourself. The thought of defense is not murder. Everyone can defend himself first of all by the strength of the spirit."

Living Ethics

"The Way of the Warrior is based on humanity, love and sincerity: the heart of martial prowess is true courage, wisdom, love and friendliness. Relying only on the physical aspects of belligerence is meaningless, because the power of the body is always limited."

Morihei Ueshiba

"Each bandit, even if he is much stronger than you, deep down knows that he is wrong. Each victim, even when she is weaker than a bandit, must remember and believe that she is right. In addition, the victim can always call on God for help, and bandit never."

(English proverb)