Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

Chapter 4. COMMUNICATION: Choose the Right Lines in the Script

“Talk low, talk slow, and don’t say too much.”

—JOHN WAYNE

As you are walking back into the theater to talk to Bob, you think about what you want to say. How you present the problems to Bob can either encourage him or make him defensive. If he becomes defensive, the conversation can turn into a disaster. You ask Bob if he has time to talk about a few things. He does, so you begin by telling him about the parking lot conversation. He folds his arms tightly across his body, and the look in his eyes tells you that he is starting to become angry. You explain that you are sharing what was said to help him before the next rehearsal. You add that you, too, have acted in plays previously ...