The Triple “A” Technique for Dealing with Annoying Statements

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The Triple “A” Technique for Dealing with Annoying Statements

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How to deal with people who make annoying and challenging statements.

Length - 6m 56sec

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This video includes:

  • How to deal with people who make annoying and challenging statements.
  • Use the “Triple A Technique©” of Agree (making it sound like you agree with them), Acknowledge (using words such as frustration, challenging, difficult), and Assure (give them the solution, what we would normally do first).
  • How our brains work in 3’s; why we have to vent at least three times and how the 3-sentence technique works to swiftly de-escalate the annoyers.
  • Sentences described using in reply to statements such as;
    o   “I have been waiting on the phone/in the queue for a long time”
    o   “Why does it take you people so long to do anything”
    o   “Your policies are complicated”
    o   “You (organisation) are all the same”
    o   “I am going to take my business elsewhere”
    o   “I am going to my lawyer/the media/the ombudsman”
    o   “I want to speak with your manager”
    o   “I pay your wages"
  • Triaging calls, gathering information and how to meet your client’s needs.