To politely control calls, ask your caller three closed-ended questions, back-to-back. I learned this tactic from a former trainer of law enforcement. The Trainer helped police officers assert their authority and maintain control by having them ask people three questions during traffic stops. Watch this video to learn how to confidently guide callers to the next steps by asking three closed-ended questions back-to-back.

For more help with call control, check out my De-escalation Academy https://www.myragolden.com/De-escalat...