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Selecting the Character's Emotion

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The last article covered the process used in selecting and portraying the character's objective. Many of the same principles also apply to the selection of the emotions. As with the objective, the ability to choose and convey strong emotions is a valuable tool for the actor. Many performances work mainly because of the powerful emotional portrayals.

In a dramatic sense, what are emotions and how do they affect the audience? Emotions, together with intentions and obstacles, are the forces that move the characters through the story. They are feelings so powerful that they can change the character's life or destroy it. And by destroy, I mean decimate one's inner powers, beliefs, even one's life. For the actor, such feelings must be larger than life. They must also be readable to stir and lead the audience in the desired story direction.

Emotions affect the audience in many ways. Most important is the empathy they create causing the audience to care about certain characters and follow their struggles. They likewise, create a for or against polarity for each main character as the audience observes, evaluates, judges, and even takes sides. As part of the behavior, emotions create deeper awareness of the character, often justifying their actions. In addition, emotions can change the audience perspective and the way they feel or think about a given issue. They are instrumental in leading the audience in the desired story direction

Like the intention, the emotion can intensify the conflict within or between characters. It can likewise, establish sympathetic or antagonistic roles, ones that make the audience root for the hero and boo the villain.

In choosing the emotion, the guidelines are similar to those used in selecting the objective. First read and study the entire play. Look for clues in the dialogue, the action, the stage directions, and in the resolution of the story. Select choices that result in the story line making sense.

Like the intent of the character, the emotion is derived from the character's viewpoint, what the character knows and feels up to that point in the story.

No one lives in a realistic world. We occupy a space of our own creation – bits and pieces of actuality mixed together with our internal perceptions, our hopes, our fears, our memories, and our anticipations. This "reality" we live in – half fact, half fantasy – is as much the product of our emotions as our rationality. Thus, in any given situation, what might be an acceptable intention and emotion for one character might be a contradiction for another character. Knowing the character's goals, flaws, and inclinations in context of the total story will aid in determining these choices.

Next, we need to answer the question, does the character's emotion assist the intention or does the emotion create an obstacle? Placing the objective, what the character wants, in conflict with what he or she feels will likely shift the focus of the scene to the character with the greater internal struggle.

Let's use the example where a man is at a dance and sees the women of his dreams sitting alone. His intention might be: To get to know her. But his emotion, fear of being rejected, would be in conflict with his intention. Thus the focus of the scene would be primarily on his internal struggle and the purpose of the scene might be to show the man overcoming his fear.

But let's say her intention, to marry rich, is assisted by the emotion, ambition. And the scene resolves when the women walks away when she discovers the man is dirt poor. If his initial emotion of fear were replaced by desire and his intention remained to get to know her then the focus of the scene would center more on the relationship and the impending discovery. The purpose of the scene could be to introduce his major obstacle in the story, the women, along with his over all goal: To win her love.

The initial choices for each character might look like this:

MAN

Objective: To get to know her

Emotion: Fear / Desire

WOMAN

Objective: To marry rich

Emotion: Ambition

The above choices set up confrontations, the inner doubts of the man, and then, his desire for her is countered by the revelation that he's not rich enough for her. After the woman learns this, her emotion changes to contempt for the man and she walks away. The characters' choices would now change to:

MAN

Objective: To win her love

Emotion: Determination

WOMAN

Objective: To marry rich

Emotion: Contempt (for the man)

These choices place the focus of the scene on the major conflict that is resolved later in the story when he wins her love. It, likewise, centers on what's important, the relationship.

As with the intention of the characters, the emotion need not follow the logic of the dialogue and action. Modern plays and movies do not always express the thoughts and emotions of the characters clearly, nakedly, up front. Today, we have to play the duality of people; playing what they appear to want against what they really want. And sometimes the two may have no connection what so ever.

In modern plays, every character has two behaviors. What is really going on and what they are willing to show to the world? So many emotions, to be played properly, need to be partially masked or repressed.

Using the man and woman from our earlier example, let's set up a scene later in the story, one that demonstrates the duality of the characters and uses of partially masked or repressed emotions. At a shopping mall, they meet by chance and their dialogue is mainly small talk. The scene ends with each alluding to errands undone. The only hint about what is really going on is found in the following script action lines:

He rarely looks directly at her.

They shake hands, each holding on longer than necessary, and then each goes their way.

In view of the story's final outcome, this is likely a scene where her objective, to marry rich, is weakening, and that she has some attraction for the man. Based on how their first meeting resolved, their selections might be as follows:

MAN

Objective: To not upset her / To win her love

Emotion: Desire / Determination

WOMAN

Objective: To show him I don't care / To make him want me

Emotion: Determination / Curiosity

This would be a scene where the characters are not open with each other, yet the audience (or camera) is aware of the inner conflicts and what's really happening. The behavior could best be reflected through masked and / or repressed emotions.

If the man were to play his emotion of desire openly, he would surely upset her. So he has to repress it or use a mask technique and unleash his desire when she is not looking at him. The woman is determined to show the man she doesn't care about him, but now he appears to have no desire for her. From her point of view, something has come to change the relationship and as a result, she alters both her objective and emotion.

His apparent disinterest makes her curious and her objective in now: To make him want me, like all men do. Her actions might be to get his attention, to entice him. But the problem is, he's not looking at her. How can she obtain what she wants? She uses the lingering handshake.

You can see where these choices create conflict both within and between the characters. They also create subtle shifts in behavior that move the story forward. Interest in the relationship is likewise increased because the audience is aware of something the characters are not. And as the scene ends, the audience has a pressing question: "What will happen the next time they meet?"

The foregoing example demonstrates one answer to the character's choices. These are, by no means, the best or only selections. In fact, the type of actor you are is also a consideration. If you were Jack Nicholson, your emotions might be different than if Arnold Schwarzenegger were he playing the same role. Each actor brings to the scene his or her own perspective and emotional latitudes. Furthermore, a scene played as a comedy versus one being played as a drama might result in different sets of emotions for the characters.

Here are some other factors that should be considered: Who are you in the story? What is the situation, and what is the relationship? For instance, if you were playing a love scene as a character that had little experience with the opposite sex, your emotion might be fear (fear of the unknown) rather than the expected desire or lust.

Now change the situation to your having a good dinner with your loving spouse. Your emotion would change to maybe contentment or joy. Now change the relationship to your having dinner with an important client. Your emotion might range from apprehension to ambition to greed. Who you are, the relationships, and the situation, all have a bearing on the emotion selected.

How many emotions can you use in a scene and how long do you play an emotion? As a general rule, work with only one dominant emotion in a scene – until something occurs to change it. These occurrences could be a change in the relationship, the situation, who you are, new information, overcoming obstacles, new obstacles, and succeeding or failing at one's intention. Any one of these events could have enough impact to motivate a change.

Most scenes have one dominant emotion running through them and while the actor may use subtle shadings of other emotions, that one feeling prevails – until something occurs to change it. If the actor were to change the emotion at each minor occurrence, the audience would question the character's integrity and loyalty to the cause for which he is fighting.

Too many changes cause the character to lose part of his identity. We become uncertain about who he is, what he's attempted in the past, or what he's after now. Credible characters are made up of consistent behavioral patterns. By that I mean, what has happened before will likely happen again should the same situation occur. There will, of course, be a few surprises, but for the most part, certain emotions will dominate each character's behavior as he or she progresses through the story.

So when you research and study the entire play, you will likely find certain emotions and emotional patterns repeated to reinforce the identity and commitment of the character. For instance, the repeated pattern of mischief – embarrassment – fear might be the dominant emotions for a small overly rambunctious boy. A young executive struggling with business ethics might have an emotion pattern of ambition – determination – greed – guilt. A woman in jeopardy might follow a curiosity-suspicion – fear – terror progression.

As you can see, certain emotions and their progressions make up a portion of the character. Also look for surprises where the emotion swings 180 degrees, ie, contentment to fear, desire to contempt, revenge to compassion.

When working on a play or scene, write down in the margin of the script your choices in objectives and emotions, where the changes occur, and the motivation for making the change. Beginning actors tend to be non-committal while experienced actors, however, take dramatic risks and commit themselves to their choices. By writing them down, you've made a major step to that commitment.

To aid in selecting the emotion, I've compiled discussions of root emotions , the primary forces in most scenes. These discussions explore the physical sensations, sources, forms, and dynamics of the most common root emotions. They will serve as a guide in stretching the clarity, strength, and polarity of your emotional repertoire.

This article has covered the basic skills used in the selection of dramatic emotions. Use these skills as tools to nurture and release the character's true feelings, to foster the isolation and control of emotional behaviors, and to achieve the desired strength (story importance), clarity (audience knowing / feeling it) and polarity (protagonist-antagonist orientations ).

Implementation of your selections is addressed in another article. This article will cover the various methods used to generate credible emotions.

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Source by Erik Sean McGiven

Views: 0

November 12, 2022
Can I Heal Myself?
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At the heart of most energy healing modalities is the concept of healing ourselves. Is this what we were built to do, but what our encoding or life experiences would have us forget? Why is it that we can embrace the idea of going to another source for healing; be it with the use of pharmaceuticals or seeing a healthcare provider like a Medical Doctor, Chiropractor, or someone in alternative medicine such as an energy healers, massage therapist, herbalist, nutritionist and so on, yet grasping the idea that the ability to heal has always been within, seems to be a hard concept for our human logical mind to embrace.

We have all been taught (trained) to call the doctor, our mother, our pastor, our therapist or our rabbi when we are sick in mind, body or spirit. But we seem to forget to call on our inner knowing or what I call our inner healer.

Recently I had a very bad virus, the kind that lingers for days. While I was awake one night in a full blown war with my body, I began to think about self-healing. What came to me in my feverish/delusional state was that I have been looking at this whole self-healing thing from the wrong perspective. Kind of like from the outside in, instead of the inside out. My thoughts were; if our goal on earth is to remember who we truly are and to experience the lessons that go along with that remembering, what some refer to as an AWAKENING, then the path to do so reside outside of our human body. Enlightenment is the transcendence of our human bodies and the remembrance of our true nature which is light and love. So why is self-healing so important? The question becomes can we embrace the idea that we have everything within our being, not our body to heal and transcend.

When we say look within, go within or refer to your inner knowing it is not a physical reference. It is a reflection within our knowing of our inherent perfection and magnificence. “Heal Others, Heal Yourself” is the opening of the portal that allows us to see that our body’s inflictions, our negative emotions and our so called disconnection from Source is not the way the truth and the light. When we accept that our physical bodies and our emotional bodies are merely an illusion of this world, something to look past, to transcend from, we begin to see that the healing begins with our connection to Source and our inherent Divinity. When we connect and discover this we begin to transcend the need for our physical bodies to be whole and perfect. Whole and perfect is who we are without the density of our physical and emotional body. This body is only a vehicle to navigate this dimension, to teach the lessons it has for us in this embodiment. “Heal Yourself” is remembering that we are not our body.

These statements can sometimes lead to a misunderstanding. As if I was telling you to not see a physician, a medium, a pastor, a therapist, etc. for support. This is not at all what I am trying to convey. The lesson here is for us to begin to listen to our inner knowing. I believe that the Reconnective Healing Frequencies connects us to a place where we can allow ourselves to be lead to what is needed. To look within first and ask what is needed. (our inner knowing always knows) Try not to look outside ourselves by asking others what we need. When we know with inner conviction that we need to speak to our physician, medium, pastor, therapist, healer and then we follow that knowing, we now are fully engaged in the process. It is our knowing that will lead us there, now we will have ears and hearts to actually listen to what and how these supporters are guiding us to heal ourselves.

In Reconnective Healing some will experience a spontaneous physical healing, but ALL will experience a return to balance, by remembering or reconnecting to the “IT” factor which we will name Energy, Light and Information from the Source of pure love.

I just wrote a lot of fancy words, but most of all what I want you to know, what I want you to hear is attached below! Print this, cut it out, laminate it and put it in your back pocket, just in case life will have you forget who you truly are:

Who Am I

The Healer Within
1. You are made of light… nothing more nothing less
1. Within that light is energy and information. This energy light and information is who you are in your infinite connection to pure love.
1. You are not your physical body or emotional body. They are just an illusion of this time and space. The body is something to look past or transcend from, using the lessons the body may bring.
1. Enlightenment is the transcendence of our human bodies and the remembrance of our true nature which is light and love.
1. You are love, not made of love, not experiencing love, not sharing love, not looking for love, YOU ARE LOVE.
1. You are the voice within, the knowing which has no beginning, no end.
1. You are a divine being, connected to your Source, the IT factor or what I call God.
1. God is omnipotent, omniscient, omnipresent, and omnibenevolent.
1. The vastness of this Universe and Universes beyond cannot begin to corral the essence which you share with your Source. You are an infinite being connected to all.
1. ‘Heal Yourself” is remembering that we are not our body. Healing yourself or self-healing is the allowance of your inner knowing to embrace and embody your divine and intrinsic perfection and magnificence.
The frequencies of Reconnective Healing and Personal Reconnections reconnect you to the remembrance or knowing of these facts or as Ms. Jillian Fleer, Head of Insight and Development at The Reconnection says, the “Veracity” of who you are.

Are you ready to embrace the VERACITY of who you are? Read Dr. Eric Pearl’s book “The Reconnection, Heal Others, Heal Yourself”, go online and visit The Reconnection web-site or you may want to call me or message me to further this conversation.

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Source by Virginia Adams

Views: 1
November 11, 2022
Health Anxiety and Solutions

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It's always important to take care of oneself using all the principles of good health. Regular check-ups, proper nutrition and healthful living all enable one to keep on top of their health in a careful yet reasonable way. Often one becomes overly concerned with health issues and caught up in a cycle of health worries. One health issue is reconciled when another immediately pops up to take its place. These worries become all encompassing and exhausting after a while.

Eventually, the individual realizes that this cycle of health anxieties has intruded upon the quality of their life. A dark cloud, always hovering over daily living, this intrusive form of anxiety has to be addressed. One begins by determining why this is occurring, what purpose does it serve and how to interrupt this behavior.

Reason for Health Anxiety

Health worries actually serve a purpose and this purpose is not difficult to detect if one looks deep enough into this pattern of behavior. Often this pattern involves the brain distracting from specific emotions which the individual finds difficult to address.

Many emotions are so overwhelming, such as anger, grief or fear, that the brain looks for ways to distract. Health worries fit the bill because when one worries intensely about their health, there is little room to address an upsetting emotion.

Health worries blanket every other thought and this WORKS. This is the perfect distraction from unsettling emotions. When one worry is reconciled, another takes it place to veil the unaddressed emotion. Each health worry has a strong purpose, as it masks the true upsetting emotion, which is much more difficult to face in the long run.

Solution

– Recognition and acknowledgment of the Health Anxiety habit, one worry quickly following another in a noticeable loop that never ends. Awareness of this cycle is always the first step to reconciliation of the issue.

– Determining if this health worry is a true physical problem by visiting one's primary physician and ruling out a definite physical cause for the difficulty. Always rule out a physical cause before assuming it is merely health anxiety.

– Noticing that these health worries settle down when you become intensely interested in another topic or swept into a new relationship, job or cause.

– Identify your patterns. Do you experience twinges of symptoms that often jump from one area of the body to another? Do you find yourself overestimating physical intrusions and instantly jump to the conclusion that they signify danger or warrant the attention of an alert?

– Find interests that involve your entire being. Lose yourself in things that allow you little time for inward thinking. True illness does not surface through boredom as do these behaviors. True health problems do not generally follow the same time table as health anxieties do. Health worries are stronger during times of boredom and when one lacks interests. An intelligent mind requires challenges and goals.

– Activity is an important therapeutic tool against health worries. Exercise and movement invigorate and stimulate the mind and body in a positive way. Endorphins are released and Serotonin levels are boosted naturally when activity is a part of a daily routine. Moderate walking, jogging, tennis, swimming and dancing are all helpful activities that bring forth positive results.

– Nutrition is also essential to good health which in itself helps eliminate the strong habit of negative thinking, often concerning health worries. When eating properly, Serotonin levels are naturally boosted and blood sugar levels remain stable. This helps settle down an over-reactive mind, leading to a lessening in health anxieties.

– Talk back to the brain by firmly telling it to stop when health worries enter the mind. Shift into a more positive mode of thinking because you always have a choice in what you think about.

The mind will respond by quieting down as negative thoughts subside. The brain, caught red handed in this behavior is instantly embarrassed causing it to suspend this cycle of negative thought. This is comparative to a child being caught with his hand in the cookie jar. Embarrassment at being caught, stops this intrusive behavior.

– Be aware of "what if" thinking. If the majority of sentences you think begin with "what if" then this is proof of a strong health anxiety habit. Change "what if" thinking to "so what" and watch the cycle break.

Most of all, understand that worry solves nothing. Health worries, in particular will only serve to exhaust and deplete both mind and body. Consciously make a concerted effort to change the way you think and you will succeed in changing your life. You will go from self victimization to freedom from the intrusive habit of fearful worry.

You always have a choice. Life can be wonderful and fulfilling when you learn to alter your perspective and chose a more positive point of view. You always have a choice. Never define yourself by your habit of worried thinking. Do not be victimized by health anxiety and fear. With a few simple corrections, especially in thinking, you will find your life changes from being difficult and upsetting to becoming easier and much more fulfilling on a daily basis.

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Source by Dr.

Views: 0

November 10, 2022
Dealing With Customer Complaints – B.L.A.S.T

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In a restaurant, not so far away, in the not so distant future, a telephone rings, a customer complains… and the battle begins!

Handling customer complaints doesn’t have to always be a battle, with the right tools and responses you can use complaints to your advantage; to help you build your business. B.L.A.S.T is a great tool that is used by companies such as Yum! (Parent company of KFC, Taco Bell, Pizza Hut, A&W, and Long John Silvers). Training their employees in the basics of handling customer complaints. The acronym stands for:

Believe

Listen

Apologize

Satisfy

Thank

How does your company deal with customer complaints? The easiest way to find out is to pick up the phone and play the role of the complaining customer. What happened? If you were an irritated customer, would you return? Using the B.L.A.S.T guidelines, allows you to create a standardized method for dealing with your complainers and turning them into loyal customers.

Believe

This is the cornerstone of handling a customer complaint. Yes, the customer may be lying and be incorrect about their situation. It is important to understand that your customer believes that your establishment has wronged them.

Listen

Stop and listen to your customer’s complaint. I’m not certain whether it’s natural instinct or just plain stubbornness. As soon as a customer starts to complain, we start to think of how we will respond to the accusation before we are done listening, and too often the case, already have the response ready to fight back. Take a second, relax, and listen. On occasion a complaining customer will be rude, angry, and use vulgar language, stay the course and remain calm and level headed.

When the customer is done venting; in a calm, non-judgmental tone, repeat their problem. An example I used in my KFC for a mispacked order:

“What I hear you saying is that, you came in ordered and paid for 10 Pieces of chicken and when you got home, you only received 8, is that correct?”

By repeating the problem at hand, you’ve demonstrated your ability to the customer that you heard and understood their problem.

Listen and clarify. Never defend or justify. The customer doesn’t care if you were shorthanded or if you’re having a bad day, they only care that they get taken care of. No excuses, just solutions.

Apologize

Always apologize even if you did nothing wrong. From your customers’ perspective, they have a legitimate complaint, and they expect an apology. It could be as simple as “I’m sorry we’ve inconvenienced you.” or “I’m sorry I know how frustrating it is to buy dinner for my family, only not to have everything there when I get home” A sincere apology will usually diffuse a lot of frustration that the customer has. There is an exception to this rule though, if a customer calls with a critical complaint, such as food poisoning, don’t apologize, it may be construed as an acceptance of guilt, instead refer to your company’s procedures for such events.

Satisfy

Make it right. Ask the customer “What can I do to make this right for you”? Be the judge of what is fair of course, but allow them the opportunity to feel empowered over the situation. Many times they may ask for the problem be taken care of on their next visit or maybe that you talk to the person who made the mistake and correct them. We used a great system of sending out a personalized postcard apologizing for the mistake, it was a couple of handwritten sentences (yes, many times with spelling mistakes from my team members), but it was personal and always well received. We always gave them the unexpected as well, maybe a free dessert or an extra side dish just to show that we cared about them.

Thank

At the beginning, at the end, in the middle; it doesn’t matter, thank the customer for calling and complaining.

Why? With the simple act of complaining, your customer is telling you “I care about your business and your success”. They are giving you the opportunity to fix the problem and invite them back so they can give you more of their money. Puts a different spin on it doesn’t it? Thank them for giving you that second chance, for letting you know that something in your restaurant didn’t work like it normally does, for giving you the chance to make it right, and for the opportunity not to damage your reputation!

Reputation? I had to throw that one in. You work hard, day in day out, trying the best to make your business the best, and yet one unhappy customer can take it away from you. A happy customer will tell two or three friends about a good experience, but an unhappy customer will tell at least ten friends about their experience and it always multiplies through word of mouth. Case in point, when I moved cross country to my new hometown, I was at a Chamber of Commerce event and being the new person in the group, I introduced myself and what we did. No sooner than five minutes passed did I get a list of 10 restaurants in my area that in their opinion were in “need of my services”. Only one person gave me a good restaurant. I didn’t ask, I was told. To this day I still haven’t been to those restaurants as a customer, why do I want to give them my hard earned money, when they made my new friends unhappy? It may not be a rational thought, but it is human nature.

Will some people take advantage of your kindness? Of course, a rule of thumb I used in my restaurant was:

First time shame on me,

Second time shame on me, but I’m watching you,

Third time… Shame on you and I will make the decision on how I will deal with you as a customer.

Keep track of who calls to complain, names, phone numbers for follow up, addresses for your postcards. Using a binder and tracking your complaints, you will be able to detect and deter those that would take advantage of your new complaint procedures.

Adding B.L.A.S.T to your expanding toolbox of customer service tools will help you in dealing with customer complaints and turn them around so they can tell their friends what great service you have!

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Source by Albert Barneto

Views: 0

November 10, 2022
Top 6 Ways to Get An Angry Customer To Back Down

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1. Apologize. An apology makes the angry customer feel heard and understood. It diffuses and anger and allows you to begin to re-establish trust. Not only that, but pilot studies have found that the mere act of apologizing has reduced lawsuits, settlement, and defense costs. You need to apologize to customers regardless of fault. Certainly, the apology needs to be carefully worded. Here’s an example of a sincere, yet careful apology:

“Please accept my sincere and unreserved apology for any inconvenience this may have caused you.”

2. Kill Them Softly With Diplomacy. This simple phrase has never failed me: “Clearly, we’ve upset you and I want you to know that getting to the bottom of this is just as important to me as it is to you.” When you say this, anger begins to dissipate. You’ve addressed the anger directly and non defensively and you haven’t been pulled into the drama of the attack.

3. Go into Computer Mode. To use Computer Mode you take on the formalities of a computer. You speak generally, without emotion, and you don’t take the bait your angry or difficult customer is throwing you. Your words, tone, and attitude are completely impersonal and neutral – (Think of the automated response system you speak to when you call your wireless phone company or bank.)

This “computer mode” response deflects, diffuses, and disarms angry customers because you don’t add fuel to the fire by giving your difficult customer what they want -an emotional reaction. When you don’t take the bait, the difficult customer is forced to stop dead in their tracks. And that means you regain control (and confidence).

The Computer Mode Approach In Action

Let’s say your customer says:

“You don’t give a d*** about customers. Once you get a customer locked into a contract, the service aspect is over.”

While it may be tempting to fuel the fire with an equally hostile response such as “What’s your problem, creep?”

Don’t take the bait. If you do take the bait, the situation will only escalate and nothing productive or positive will result. A computer mode response might look like this:

“I’m sure there are some people who think we don’t care about servicing customers.”

“People get irritated when they don’t immediately get the help they need.”

“It’s very annoying to experience a delay in service response.”

“Nothing is more distressing than feeling like you’re being passed around when all you want is help.”

And then you stop -like a locked up computer.

No matter how uncomfortable the verbal abuse is or how ridiculous it becomes, continue to respond without emotion. This tactic works because it is neutral, doesn’t take the bait, and because it is unexpected. The difficult customer wants to throw you off, make you lose control, and to get you to respond emotionally. When you fail to do each of these things, you actually regain control.

Go into “computer mode” the next time you’re faced with verbal abuse from an irate or unreasonable customer, and I promise you, you’ll quickly regain control —and you’ll have fun with the process.

4. Give this question a shot: “Have I done something personally to upset you?… I’d like to be a part of the solution.” Of course, you know you haven’t done anything to upset the customer. You ask this question to force the angry customer to think about his behavior. Often, the mere asking of this question is enough to get the ballistic customer to begin to shift from the right brain to the left brain, where he can begin to listen and rationalize.

5. Show empathy – Empathy can be a powerful tool used to disarm an angry customer and show that you genuinely care about the inconvenience the customer has experienced. Expressing empathy is also good for YOU, as it helps you truly begin to see the problem from the customer’s perspective/and this perspective will help keep you from losing your cool when your customer gets hot. By letting customers know that you understand why they are upset, you build a bridge of rapport between you and them.

Here are some phrases that express empathy:

o “That must have been very frustrating for you.”

o “I realize the wait you encountered was an inconvenience.”

o “If I were in your shoes, I’m sure I’d feel just as you do.”

o “It must have been very frustrating for you have waited five days for your order and for that I am sorry.”

6. And finally, here’s a tip that works like magic. …. Show appreciation for the difficult person’s feedback. After your difficult customer has ranted and raved, you can regain control of the conversation by interjecting—not interrupting, but interjecting to thank them for taking the time to give you feedback. You can say something like:

Thanks for being so honest.

Thanks for taking the time to let us know how you feel.

We appreciate customers who let us know when things aren’t right.

Thanks for caring so much.

The reason this tip works so effectively is because the last thing your irate or unreasonable customer expects is for you to respond with kindness and gratitude. It’s a shock factor and many times you’ll find that your customer is stunned silent and this is exactly what you want. When the customer is stunned into silence, you get in the driver’s seat and steer the conversation in the direction you want it to go.

When you do these things you’ll find that being on the receiving end of verbal abuse doesn’t have to be threatening or intimidating. You can come across as confident, composed and strong…and most importantly, you’ll regain control of the conversation.

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Source by Myra Golden

Views: 0

July 29, 2022
6 New Best Practices For Exceptional Customer Service

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Providing excellent customer service may be one of the most important things you will do in your business. After all, if you do this part poorly, you’ll lose current customers and perhaps future customers too when they find out.

1. Create Standard Policies and Procedures

Setting up standards of service that your customers will read before and after buying and that you can use as your basis for how you provide a solution to their problem will help tremendously. Ensure your return policy, terms of service, and expectations are very clear to your customers.

2. Let The Customer Speak First

When a customer contacts you due to a problem, let them talk first. You want to listen to what they have to say and let them know you’re listening by making the right sounds, giving the right looks (if in person) and parroting back to them what you think they meant by what they said in your own words. Most customers tell you what they want in the first minute.

3. Don’t Take It Personally

If you are the product creator or direct service provider, it can be hard to provide customer service for yourself because it’s so personal. If you can’t separate things and see them as not personal and only business, you may want to outsource to someone who can do a better job at providing customer service to your customers.

4. Don’t Be Negative

Even if you have to say no to someone, it’s imperative that you maintain your composure and don’t be negative. Don’t attack. Don’t defend. State policies that you plan to stick to in a matter-of-fact way. Repeat if necessary, always using a calm voice.

5. Be Easy to Find

Don’t make it hard for your customers to contact you. The emails you send to your audience should allow for replying and not be a no-reply email address. Big corporations do use these but as a smaller business, you’ll turn away too many people if you do it too.

6. Get a Mirror

If you’re talking to people on the phone, get a mirror that you can look at while talking. If you smile and talk to the mirror, you’ll come off as friendlier and more approachable, and this will help keep the person calmer.

The thing is, while you want to say that the customer is always right, sometimes they’re not. Sometimes customer service feels like harassment. Even so, you need to put it in perspective and try to listen to what they have to say and what their complaint is first. Try to listen through the anger and find the solution. Create policies that make sense but be willing to bend them. If someone is extra angry, you may be better off giving them a refund.

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Source by Jon Allo

Views: 0

July 28, 2022
Can Hypnotherapy Cure Emetophobia?

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Emetophobia is a learnt behavioral response and for many people it can be a very debilitating condition. Unfortunately it’s a condition that is often misunderstood by a large number of people, including many medical professionals.

Emetophobia has elements of being both a phobia and an anxiety disorder. For many sufferers it’s something that they developed at a young again often in early childhood. It can develop from being sick themselves or from seeing someone else being sick, which understandably for a young child can be a very frightening experience.

The fear can also develop from the reaction of other people around them. I have had a large number of clients that developed the fear not because how they reacted to being sick but because of how a close family member panicked in response to someone being sick.

When we talk about curing Emetophobia what we are really talking about is overcoming the fear by changing how people perceive the situation. Many people would say that when the fear has gone they feel cured. In many cases hypnosis can be a very effective tool that enables people to overcome the fear of vomit.

While it is true that some people can overcome the fear of being sick just from hypnotherapy treatment alone in some cases however the hypnotherapy is not enough by itself. For those people they will need to deliberately get used to doings things differently based on what the therapist tells them they need to do to achieve freedom from the fear.

In the same way that if you go to a osteopath with a problem they may be able to correct the problem purely with what they do while you are on their treatment couch however in some cases that may not be enough by itself and in addition they will give you some form of therapeutic stretching or exercises to do.

If you are an Emetophobic or a relative / friend of an Emetophobic the first important thing you need to know is that in the majority of cases with the appropriate treatment / therapy the fear can be either significantly reduced or in many cases completely overcome.

The second thing you need to know is that while some people can overcome the fear relatively quickly for others it can take longer so you may need to be patient. No one therapy works for everyone in every situation. If the therapy / treatment you’re currently using isn’t working for you (you should be experiencing at least some improvement within a couple of appointments) then you may need to consider an alternative therapy route.

Being cured doesn’t mean you have to like being sick or the find the sound / smell pleasant. Being sick can be very unpleasant but it is normal to find the smell, sound and idea of it disgusting. No one likes being sick but that doesn’t mean you have to be afraid of it. Being cured means getting the response back to a normal and appropriate perspective, just like anyone else that has a normal response to being sick or vomiting. So you can be free from the fear.

Hypnotherapy has already helped many people to overcome fear of vomiting. You can overcome Emetophobia.

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Source by Paul A Wright

Views: 0

July 27, 2022
Why Customer Concentration Impacts a Business Sale Transaction
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Few owners recognize the major impact that customer concentration has on the sale of their business. Customer concentration represents a significant obstacle and will affect the salability, valuation, and deal structure of a business-for-sale transaction. Not only will it create problems in qualifying buyers but it will impact the ability for any prospective purchaser to obtain third party financing to complete the acquisition. Determining if customer concentration is present in an enterprise is a critical element of the succession planning process.

Customer concentration is a situation when one customer represents a significant portion of revenues or when the business has a very small customer base. Based upon the expert one consults, the exact percentage for a concentration to exist varies. In most cases it is recognized when one customer represents more than 10% of sales or when the top five customers comprise greater than 25% of a company’s revenue. In either situation, a huge risk is created from the lack of diversification and steps to mitigate it should be taken years in advance of a planned business exit.

When evaluating a business sale it is important for an owner to recognize that their client base has a significant impact on the enterprise value of the company. A broad and diverse base of customers where there are a large number of clients contributing to the business’ revenue will achieve a higher transaction value as it reduces the risk that a sizable decrease in earnings will occur if any one customer is lost or a particular industry segment that the business serves encounters economic distress.

In addition to a lower sales price, businesses with customer concentration issues are more difficult to market for sale. For main street business transactions (those with adjusted earnings of less than $2mm) third party financing is used in the majority of cases. Businesses with high levels of customer concentration are very difficult to get financed. Lenders may provide only partial financing, offer sub-optimal terms, or decline the loan altogether. In situations where third party financing is not available, the pool of available buyers is significantly restricted and the terms of a deal could be heavily weighted on a contingent earn-out based on retaining the revenues derived by the largest customers. “Typically we want no customer concentration over a 10% level when considering financing an acquisition. Higher levels are possible with much more explanation and supporting documentation but remain a major concern” states Steve Mariani, President of Diamond Financial Services.

Lastly, customer concentration will have a direct impact on the deal structure for the business sale transaction. Buyers will strive to bridge the customer concentration risk through a variety of delayed ‘performance based’ financing methods. For example: Assume both parties agree on a transaction price of $900,000 based upon $300,000 of adjusted earnings (a 3x multiple). If the key account in question represents $75,000 of the $300,000 this would represent $225,000 of the transaction price. A buyer will strive to isolate the $225,000 component to ensure that revenue is maintained post sale. After a period of 12 months, if the customer and income are still in place the seller would receive the funds. If the identified client and corresponding revenue was lost during this period, a pricing adjustment would be made.

In situations where the buyer is unable to obtain transaction financing due to customer concentration issues, the seller might have to accept a “contingent earn-out” for the revenues derived from the largest customers, or worse, they may also have to finance a major portion of the “non-contingent purchase price” negotiated with buyers.

Contingent payouts could be structured in a variety of methods:

Earn-Out:

Earmark part of the purchase price with payments made over a period of time contingent upon the retention of specific customers or achieving specific revenue targets.

Escrow:

A percentage of the acquisition price will be held in an escrow account for a specified time.

Seller-Financing:

The seller would be responsible for financing a major portion of the purchase price through a seller note. The seller note could be structured with contingencies for revenues derived from the largest customers.

With any of these deal structuring techniques, the seller cannot be expected to guarantee the revenue in perpetuity and if the transaction price is based upon retaining one or more key customers, the seller may require more active involvement in maintaining the client relationship during the term of the agreement. Obviously, this brings an additional complexity to the transaction.

In most cases, buyers will look to discount the amount they are willing to pay for a business (with high customer concentration) unless they receive assurances that the risk is low. While the obvious strategy to reduce customer concentration risk is to diversify and increase the business customer base, there are a number of situations where customer concentration either does not pose a significant risk or could be mitigated.

Customer Contracts:

Having a contract in place will not eliminate all of the risk of losing a key customer, but it will provide the buyer with security that the revenue and profits will continue after a change in ownership takes place. When customer contracts are involved, the ability to assign or transfer will be important to understand. In many cases, a stock sale vs. asset sale is elected to preserve these contracts.

Barriers to Entry or Exit:

Businesses could have intellectual property, product expertise, or patents that create competitive advantages barring competition. Others are located in geographically remote areas where the supply benefits discourage customers from changing the relationship. Lastly, there could be significant capital requirements for manufacturing and tooling or agency approvals (pharmaceutical or government contracting industry) that creates a barrier to entry from potential competitors.

Providing a Variety of Products and/or Services:

Having a broad relationship with a key customer where the relationship is not based solely on one product, one location, and one individual decreases the risk that a singular change will fundamentally impact the future revenue stream and continuity of the account.

Economies of Scale or Synergies:

The acquisition may be pursued by a strategic buyer where they are bringing new products/services to the enterprise, a broader geographic distribution footprint, or economies of scale in production. Any of these elements would assist in reducing the concentration of revenue risk that an identified key client would represent to the future organization.

Summary

Businesses which have high levels of customer concentration are inherently risky and it is important for the owner to appreciate this concern from the perspective of a potential acquirer. Ultimately, the buyer seeks only to retain the customers which have contributed to the success of the business and are factored in the valuation and transaction price. From the position of a buyer a few logical questions and concerns would be:
1. How does the value of the company change if a customer representing 10% or more of revenue and/or profits is lost in the first year?
2. How easy would it be for the client representing the customer concentration concern to leave the business?
3. What unique situations exist within the business to preserve the customer relationship in the years ahead?
4. What are the logical steps and corresponding costs to mitigate the customer concentration risk?
5. How do I achieve a win-win transaction? Protecting me, the buyer, against the risk of a near term revenue loss while providing the seller with the proper remuneration for the fair market value of their business?
While the risk may not be able to be totally eliminated, there are a number of situations where customer concentration is more palatable and a proper explanation should be provided to the buyer at the earliest opportunity. Getting out in front of this potential challenge is critical to achieve a win-win deal. When good communication exists, and two fair and reasonable parties are at the table, there are a number of structuring options available, when necessary, to mitigate the risk and negotiate a fair and reasonable transaction price. Obviously, the best approach for a prospective business seller would be to develop and implement plans to reduce any customer concentration elements years in advance of a business exit. Eliminating this type of risk is just sound advice for any small business owner regardless of whether a sale is contemplated.

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Source by Michael Fekkes

Views: 0
July 25, 2022
Learn How to Cultivate Self-Discipline As a Success Mindset

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Do you understand the connection between what you think and the success you experience, or do not experience, in your job or career? If you could learn to discipline your thoughts towards an attitude of success, do you believe it is possible you could in turn become successful?

There is a well-known phrase that talks about the importance of working smarter and while there are many interpretations of what it can mean, overall it is meant to emphasize the benefits of being focused, disciplined, and working hard. Hard work is the backbone of any career but over time, and when routine work habits are established and set in, the effort that a person exerts may become conditionally based. It could be due to a person’s perception of a “bad” boss, poor working conditions, not receiving a pay increase or recognition for their effort, and the list continues. While there may certainly be merit to these feelings, it serves no real purpose to make working hard a conditional characteristic of your job performance.

If you care about your career development then working hard needs to be a top priority every day. However, hard work may seem unjustified if a person’s expectations are not being met and that is where self-discipline comes into play. It is a matter of always being in control of your performance and responsible for the quality of your work. It also involves making a commitment to yourself and your career, one that is not dependent upon circumstances or influenced by circumstance no matter how challenging it may seem at the time. This will allow you to become disciplined and know that your best performance depends upon consistent effort, which establishes a mindset of career success.

Why Self-Discipline Matters

The development of a disciplined mindset allows you and your job performance to shine; whereas, the lack of intentional discipline sets you up for failure. Self-discipline is based upon a logical and rational perspective, is focused on being in control, and prompts the use of productive work habits. It is proactive with regards to job duties and career development, and it requires concentrated effort rather than striving to achieve absolute perfection.

Without self-discipline a person is more likely to be impulsive and unfocused, act based upon emotional responses, and be reactive to circumstances. It is easy to begin to work on becoming self-disciplined, whether or not it is a habit now, if you start by establishing an intention and make it a goal to perform your best at all times. It does not require prolonged struggle, only career goals. You can make choices based upon what is best for your job and/or career. Self-discipline involves maintaining control over your attitude, mindset, emotions, and thoughts at all times.

Discipline and Doing Your Best

Your job has a specific description, or at least an expectation of what it is you are supposed to accomplish. Over time, and as you become familiar with the daily tasks, you can determine what the minimum amount of effort is needed to complete the required duties and that may be enough for you to feel good when the workday ends. Then there are circumstances that influence the amount of effort you put in. There may be too much work, an upcoming deadline, or person in authority who is pressuring you to take on more work. You may willingly or grudgingly do more as requested; however, when you stop to consider this job do you realize it is your career at stake?

The attitude you develop about your job will also influence the attitude you have about your career development and progress. If your job performance involves putting in the minimal effort it is usually accompanied by feelings of job dissatisfaction and that may create a negative mindset about your career. It means you view your effort from the perspective of what you get from the job rather than what you can gain from it in the long term. When you are disciplined you maintain behaviors and an attitude that bolsters your daily productivity, which also provides you with the confidence needed to excel even when circumstances are less than perfect.

Learn to Develop Purposeful Intent

How do you feel good about a job and maintain that attitude, even when circumstances cause you to dislike it? You cannot force yourself to feel positive emotions when there are events or people who prompt negativity or feelings of frustration. What you can do is to change your perspective and that is where self-discipline matters. You can decide that you are going to feel good about yourself as a professional or as an employee despite the current conditions and anchor it to a position statement that is focused on your career goals. This allows you to create a disciplined mindset with purposeful intent and focus.

Your career is a series of steps and progress will occur over time and for some it will be accomplished through more than one position or job. At the heart of this is you as a person, and it is you who has an ability to learn and grow. With purposeful intent you can view each job as a stepping stone, which provides skills, knowledge, and direction. If one job does not meet your expectations or provides difficult conditions to work in, itemize what you have gained from it, list this information on your resume, and decide upon your next step. But no matter what, always make certain you have a disciplined focus or you will venture off course in your job and career plans.

Consider How an Employer Views Your Disposition

Consider for a moment that you are a hiring manager. What is the type of candidate you would consider hiring, if you were looking at more than the job description? Is it someone whose tone displays obvious frustration and does not seem to have much to say that is positive about their current employer or existing job? That is not a likely candidate for an employer based upon their attitude alone.

Now consider a candidate who comes along and has a professional presence, demonstrates a clear understanding of their career path or goals, and can articulate what they have gained from each of the jobs they’ve held throughout their career. That is a candidate who will likely gain your interest, even if they are not considered for the position, because they have demonstrated a disciplined mindset.

The point of reviewing these scenarios is to show the contrast between someone who possesses an underlying feeling of career helplessness or career control, which also demonstrates the difference between a disciplined and undisciplined mindset. If would like to be the candidate who is likely to get hired, establish a goal to be highly disciplined and productive.

Your disposition will carry over into the tone you convey when you speak with potential employers, along with your overall attitude about career development. As a professional resume writer I can spot a person’s disposition through their choice of words and how they describe their jobs when I talk to them. Someone who is disciplined and views all jobs as a learning experience has self-confidence about who they are and the talents they possess, regardless of job conditions or circumstances.

How to Develop Self-Discipline and Focus

Career Planning: You can begin to develop a hard-working, self-disciplined mindset right now by first examining your career plans. If you cannot articulate the specifics of your career, now is the time to get started. At the very least, decide upon a short-term and a long-term career goal. This will give you a sense of direction, one that can help you find what can be learned instead of focusing on existing working conditions.

The purpose of developing a career plan is to provide you with an ability to create purposeful intent. When you walk into the workplace each day you can remind yourself you are able to learn from any situation, even if what you learn is that you are no longer growing or moving forward in your career.

Learning and Growth: An important component of a disciplined mindset is maximizing your learning and growth potential. If you have developed a productive working relationship with your supervisor or manager, ask them if there is more that you can do. For example, perhaps you can take on an extra project that is based upon a departmental or business need. To some people this may seem to be counter-intuitive and an attempt to become the “teacher’s pet” – or some other type of negative phrasing.

If you are asking from a perspective of having a genuine interest and seeking professional development, and the need is recognized, this will create a feeling of accomplishment within you. As you continue to work hard you may even extend the timeline that you work for this particular employer. You will also likely be viewed as valuable employee, although the ability to remain disciplined will matter most in the long term for your career.

Self-Discipline as a Success Mindset

Becoming disciplined can have a variety of descriptions, including working hard, attaining maximum productivity, or maintaining a focus on what must be accomplished every day. The most meaningful correlation between a focused mindset and effort is the development of peak performance. This working definition speaks to the heart of what working to the very best of your abilities should mean. It is striving to maximize your performance with your current skills and abilities while being open to learning and development, and putting in more than the minimum effort required.

There are going to be times when you aren’t at the top of your game and that is certainly understandable. There will be some days that you find yourself working to the very best of your abilities and other days that find you putting in the best effort possible. The importance of being disciplined means that you do not allow job conditions be the reason why you are not functioning at peak productivity; whether there are new policies to adapt to, additional demands made of your job, or other circumstances.

You can always be in control of your actions and strive for peak performance as a matter of your career development. Learn to develop self-discipline as a mindset and attitude about how you work every day and watch your career continue to evolve as this sense of self is reflected in the outcomes you experience, both personally and professionally. The most effective way to be in control of your career and establish a pattern of success is to control how you think and how you work. Self-discipline is a productive state of mind and focused attitude that you can implement starting now. When your attitude is honed on performing your best, you will find yourself mentally resistant to adverse conditions and ready for new career opportunities. You are mentally disciplined and both you and your career are transformed.

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Source by Dr. Bruce A. Johnson

Views: 0

July 24, 2022
7 Qualities of a Good Wife – Part I

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Whether you’re a man looking for a good wife or a wife wanting to improve yourself, your marriage or your relationship – take a look at these 7 qualities of a good wife. Good fruit will come from these basic qualities anyone can develop.

7) Nag free. Ladies, a good wife is going to be nag free. Nagging is an ineffective method of trying to get your husband to perform a task you desire. Trust me ladies – it doesn’t work and often will have the opposite of its intended affect.

6) Supportive. Are you supportive? What does it mean to be supportive? Do you belittle your man or do you help him to feel good about himself, his job, activities? Your husband will be much more respectful of you if you support him. Even when you don’t agree with him – respectfully let him know you don’t agree – then support him anyway. Otherwise, if he has difficulties – he’ll feel as though you’re adding to his troubles.

5) Build up your man. Ladies, there’s no quicker way to build resentment in your man than to criticize him – especially in front of others. On the flip side – try genuinely complementing your husband in front of other people. Your husband will glow with admiration toward you and you’ll feel his appreciation as love.

4) Keep him happy in the bedroom. Unfortunately, many women underestimate the importance of keeping her man’s needs met. Often this comes from the basic differences in women and men. For men, sexual desire is much like physical hunger and if it’s not fed properly – the relationship will struggle. Women must look to understand the needs of the man from his perspective not hers.

3) Respect. A good wife will try to treat her man with respect. How? Much of learning how to be respectful toward your husband has to do with the way you talk to him. The old phrase “It’s not so much what you say but how you say it” should become a wife’s motto. This doesn’t mean you need to be careful what you say to your husband – just be respectful in the way you say it.

2) Communicate. Ironically, good communication between men and women can be quite frustrating. However, a good wife will seek to discover what’s on her mind and find a way to express herself to her husband. Often, men and women will make a joint decision – while the man thinks she’s in agreement with him – but only to discover later that she thought the decision was a bad idea.

1) Be pleasant. Work to be pleasant toward your husband. Don’t be one of those people who makes everyone around you feel bad just because you’ve had a hard day. Good things will come from being pleasant. It’s a decision – just decide to be pleasant. But if you can’t be pleasant – make a decision not to bring him down with you.

Marriage & Love Blog

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Source by Edward Welch

Views: 0

July 24, 2022