CHAPTER 9
Becoming Immuneto Intimidation
MUCH OF THIS BOOK is oriented toward working with people who are beyond their boiling point of frustration and helping them feel heard, understood, and negotiated with. But what about abusive customers who use intimidation as a finely honed weapon to get more than they deserve? For example, people who say things like, “Don’t you know who I am?” or, “I’ll talk to your boss if I don’t get what I want.”
In this chapter, we look at how to deal with toxic entitlement, wherein people cross the line from legitimate frustration to bullying and narcissism. In doing so, we explore the effective technique of non-reactivity—a combination of calmness and assertiveness—to maintain boundaries while taking away the emotional ...
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