Chapter 97 TECHNIQUE 87 RESPONSE TO EMO
The term EMO was coined by Helen Golly Brown, editor-in-chief of Komon Bodin Magazine. EMO means "Give more emotion!"Once, Kemen Bodin asked me to write a manuscript on communication skills on sensitive topics.I interviewed several psychologists, communication experts, and sexologists.As a result, when Ke Meng Bodan returned the draft to me, it was marked with several scribbled eyebrows: "A little more EMO."
Helen Golly Brown is definitely a big shot, she wants to be in control of everything, and she knows how to get there.Helen knew that when the time was right, reason could be set aside and emotion could be emphasized.In other words, it is to paint with emotional color.
"Oh, he must be terrified!"
LLBean, a mail-order clothing company, recently won me over with an emotional appeal.A few months ago, my friend Phil wanted to buy long pants and asked me to recommend a brand.I dragged him to my closet so he could see for himself the material and cut of LLBean.This convinced him, and Phil ordered a dark blue suit and trousers.
The first time Phil wore the brand new trousers was to a girlfriend's date.He and his new girlfriend met for dinner in a very elegant restaurant, and Phil even asked for a corner table.They followed the podium and took their seats. Halfway through, the female companion's wallet fell to the ground, and Phil immediately bent down to pick it up.Snapped!The trousers were ripped from the seam at the hip.All the guests facing Phil turned their heads sensibly.Phil smiled awkwardly, clutching the ripped seam of his trousers, slowly backed up, walked to the table and sat down.Throughout the night, the cool cushions reminded him of his humiliation.
When I heard what happened to Phil, I was very angry and immediately called LLBean's customer service specialist.She listened sympathetically as I angrily told the whole story, but I was still angry.She listened patiently, and even asked many small details with concern.After I finished my long story, the customer service specialist said, "This is too bad. I know your friend must be in a bad mood."
"Exactly." I agreed.
"He must have been terrified," she added.
"It must be," I replied, amazed by her experience of the whole situation.
"You must be too. You must be very sad to hear this news. Because you support us so much and strongly recommend our products."
"Yes, your quality is usually very good." At this time, I have calmed down from the excitement.
"I'm truly sorry to have caused you so much pain and inconvenience," she said.
"Oh," I interrupted her, "it's not really your fault." Now I don't blame them at all. "There must be something wrong with that pair of trousers..."
Facts speak louder than words, but appealing to emotion is sometimes more effective than emphasizing the facts.If you want to know the ins and outs of the incident from others, but the incident involves emotional issues, then you have to let the other party vent to their heart's content.Listen carefully to the facts, but you must also try your best to empathize.Appealing to emotion is usually the only way to calm the other person's emotions.
This story has a follow-up development, but we are mainly discussing the EMO skills of responding to the other party, so we will stop here for the time being. Not only did this clever customer service agent drain the gas in my head first, but he softened me by responding to the other person's EMO.She even used the following trick to completely give me up.
Facts speak louder than words, but appealing to emotion is sometimes more effective than emphasizing the facts.If you want to know the ins and outs of the incident from others, but the incident involves emotional issues, then you have to let the other party vent to their heart's content.Listen carefully to the facts, but you must also try your best to empathize.Appealing to emotion is usually the only way to calm the other person's emotions.
This story has a follow-up development, but we are mainly discussing the EMO skills of responding to the other party, so we will stop here for the time being. Not only did this clever customer service agent drain the gas in my head first, but he softened me by responding to the other person's EMO.She even used the following trick to completely give me up.