This is a very old proven strategy widely used by sales personnel. We can use it too while dealing with our stakeholders in day to day interactions. It has three simple steps:

(1) Feel: Here you make the other person believe that you understand his situation "I understand where you are coming from, I can feel it".

(2) Felt: This is where you give him/ her some example from the past, for example: "Yes, I know Mr. X who had been through similar rough experience or Yes, one of my customer felt the same way that you do". By doing this you make the person believe that similar situation had occurred in the past and it can change for better.

(3) Found: "However, later they found that by doing X they can get Y", here X is something you want the stakeholder to do and Y is the positive result they are looking for.





Practice the use of 'Excuse Me' or 'Pardon'





Review your own speech pattern, see if you use the word 'Sorry' too often, try to replace it with 'Excuse Me' or 'Pardon'. This helps you get out of the apologetic mindset. Reserve your 'Sorry' for occasions when you need to offer condolences or when you have genuinely hurt someone's feelings.





Don't Say Sorry When You Can Say Thank You



