When asking for additional support

At the Confident Communicator, we teach a process called Me>You>Us, which can be applied to any conversation, even when you need to ask for more support. 

Let’s use the example of trying to navigate a customer service line because it can be a frustrating experience. After being on hold, you finally get a person you talk to. Then they want to transfer you. You get disconnected. You call back. It happens again.  

You’re losing hope that you're actually going to be able to get your problem solved without losing your cool and yelling at the next service rep. 

Here’s something you can say. 

You can make your observations, feelings, and needs clear to the service rep, then make a clear request. 

“Just so you know, I've already been transferred to three different people and I'm really frustrated. I’m starting to worry that I'm not going to be able to resolve my problem.”

You’re making sure the listener understands your observations, feelings, and needs -- information they probably don’t have because they’re not inside your head. Then you finish with a clear request.

“So, to help me resolve this situation, when you transfer me to the next person, before you hang up, would you please stay on the line just to make certain that I don’t get disconnected and to ensure that it's the right person to support my situation?

The key is to constantly monitor your own emotional state so you know when you’re getting triggered.