Robert Glazer

One is about the actions, how you can get better, approve, why it's helpful to that person.

So manager could say to Jamie, Jamie, there are two calls this week.

The other one is just a personal attack.

And I think that's what most people default to, unfortunately, is the first one.

You sound like an idiot when the silent was so awkward for me.

It was awkward for everyone involved.

That's the classic personal attack.

It's bad for me.

It's just being mean.

The SBO approach would be like, Jamie, I noticed on the call last week twice that

There was an awkward pause after the clients asked you a question.

And why is it bad for them?

I know that you're someone who likes to think through something.

Everyone cares about why things are bad for them.

They don't care why it's bad for you.

But frankly, I'm worried that the client thinks you're not going to know what you're talking about when you have that.

So when we say something from a place of annoyance or like it's bothering us, that sounds like, why is it bad?

So let's think of a crutch phrase.

Maybe it'd be better for you to say, let me look into that if you need some time and just use that to buy yourself some time and come back.

They care about what, like, again, Jamie, you're a really smart guy.