Card 09
😡 🤬 🕊️
A customer screams at you: "This product is garbage! You are an idiot!" He is totally wrong. What is your goal?
💭 How to Think About This
In a conflict, you have two brains: The Lizard (Reaction) and the Commander (Strategy). The goal isn't to win the argument; it's to win the peace.
Choose your reaction:
🤔 Which thinking lens(es) did you use?
Select all the lenses you used:
👨👩👧 For Parents & Teachers
🌱 Everyday Harmony
Kid: "I HATE MATH! I'M NOT DOING IT!"
Parent: "What's wrong with you? Don't yell!" (Escalation)
Parent (Better): "Whoa, I can see you are really furious about this homework. It must be
brutally hard." (Validation)
Kid: "It IS! I don't get quesiton 4..." (Calm)