A list of common questions and phrases used in therapy – includes a free PDF printable version of this resource
Do You Speak Therapist?
By Cassie Jewell, M.Ed., LPC, LSATP
Therapists have their own unique (and purposeful) language. We may use clinical jargon when talking to other clinicians, but when we’re with our clients (and most likely, with other significant people in our lives), we are focused and thoughtful.
Therapy is a tool for self-discovery; as therapists, it’s important to know how to effectively employ this tool. (For example, a hammer, while a useful tool, would not be effective if someone used the handle to pound a nail instead of the head.) What we say and how we say it is powerful: open-ended questions, reflections, clarifications, etc.
The following is a list of questions/phrases I find myself using in individual therapy and group sessions to explore, empathize, empower, and motivate change, including a few versions of the “miracle question” (a question used in therapy that asks the client to imagine what their life would look like if, miraculously, all of their problems disappeared and everything was perfect).
Click below to access a printable PDF version of this list.
How can you consistently get great results with customer service representatives? Hint: “Playing hardball” doesn’t work. Instead, use seven basic counseling skills to get the best deal.
By Cassie Jewell, M.Ed., LPC
Years ago, I was visiting new friends at their home to watch a college football game on TV. (It should be noted that I’m not a big sports fan, but my at-the-time boyfriend was.) The game was pay-per-view (pre-ordered through the cable company).
We were relaxing in the living room, eating snacks and chatting, waiting to watch some football. When the game didn’t play as scheduled, they called the cable company… and much to my dismay, the male friend starting yelling and cursing at the customer service representative.
I felt embarrassed, and couldn’t help thinking how awful it would feel to be on the receiving end of that call. (It’s not like it was the representative’s fault, afterall.)
At one point, my angry friend got too worked up and ended up handing the phone over to his female counterpart. I thought, Thank god! She’ll smooth this over... And then she proceeded to shout and curse! Yikes.
What is it that makes people treat another human being like scum? Why does the belief persist that belittling, cursing, intimidating, i.e. “playing hardball,” is the way to go?
More recently, my husband and I went to a store to pick up an item he’d ordered online. He had previously called the store to ensure he’d be able to use a gift card for part of the balance, and was assured he could.
Upon arrival, we were informed that since his credit card had already been charged, there was no way to apply the gift card to his purchase. My husband was soooo mad! His typically easy-going, relaxed demeanor changed. He started arguing with the clerk; he was rude and sarcastic. Naturally, the clerk became defensive (and somewhat defiant). I wanted to disappear. My husband ended up paying full price for the item. The clerk’s day was probably ruined. I wondered if things would have turned out differently had my husband been his usual friendly self.
Why it is widely believed that playing hardball is the best approach for getting what you want?
Why Playing Hardball Doesn’t Work
Think about what motivates you to go out of your way to help; maybe you’re inspired to assist someone in need because they’re friendly (and likeable). Or maybe you feel sorry for them. Maybe you want to help them because they’ve helped you in some way or shown you a kindness; you’re happy to return the favor.
It’s much less likely you’re motivated to help the angry guy who insults you. So why would it be different with customer service? Customer service reps are human, and therefore deserve to be treated with dignity and respect.
In my experience, consideration and good manners (thanks, Mom!) go a long way with customer service. Not once have I yelled or threatened. And I (almost) always get optimal results.
By utilizing one or more of the following therapeutic techniques, you can be more effective when returning an item without a receipt, requesting a lower interest rate, or asking your cable company for a better deal.
Use these 7 counseling skills to receive optimal customer service
1. Unconditional positive regard
Instead of bracing yourself for the worst, anticipate that they’ll be able to help.
As a professional counselor, I value my clients while appreciating their unique perspectives and views.
This same principle can be applied to conversations with a customer service representative. Approach them with respect. Appreciate the services they provide. Treat them with courtesy. Rather than, “I need this issue resolved,” try, “Hi [their name], how is your day going?”
Don’t brace for the worst, but anticipate that you’ll receive the help you need. Instead of an aggressive hardball approach, open with, “I’m hoping you’re the person who can help me with…” It’s likely the person you’re speaking with will strive to live up to your expectations; they will be the person who can help you.
Empathy has the potential to open the door for exploration and healing.
To illustrate, I’ll discuss empathy’s role in counseling. Imagine a client who’s afraid she’ll be deemed selfish or weak for contemplating suicide. She recently lost her job and is going through a horrific divorce. She feels worthless; she thinks the world would be better off without her.
Empathy drops you into in her shoes and allows you to experience her anguish. To convey empathy, I’d say, “I can see you’re in a tremendous amount of pain. It’s gotten so bad, suicide seems like the only solution.” Empathy validates her suffering and recognizes that her pain is unbearable. Empathy has the potential to open the door for exploration and healing. (In contrast, the opposite approach would be to scold her, to tell her “it’s not that bad,” or to say she’s only looking for attention. All of those things are harmful and would invalidate her struggle.)
When applied to customer service, empathy acknowledges the experience of being a service representative. If you’re empathetic, you understand what they feel. You recognize the challenges of dealing with angry customers who yell or threaten (like my football-loving friends).
On the flip side, if the customer service rep empathizes with you, you may have a better chance of convincing them to grant your request, at least according to one study.
With clients, I say what I mean. I share what I’m thinking or feeling. I’m myself, flaws and all. Genuineness promotes trust and strengthens the therapeutic relationship.
When talking to a customer service rep, don’t put on an act by playing hardball. Don’t play tough and/or make threats. That’s not how you’d treat a co-worker or an acquaintance (at least, I would hope not?)
And don’t play dumb. Instead of, “I had no idea my payment was late,” try, “My payment was two days late, but since this is the first time, would you consider waiving the fee?” You could also explain your situation: “Honestly, I’ve always been happy with your services, but since the rates went up, I’ve been thinking about canceling. I’ve researched [competing company] and they have better rates. I’m not sure if I can afford your services anymore.” The rep would probably be able to relate (and even empathize), which translates to a better outcome for you.
4. Call them by name
Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.” While using a name isn’t a “textbook” counseling skill, what it conveys is.
Using a name conveys respect. It makes that person feel important and valued. Speaking a person’s name also commands their attention. In a counseling session, to make the greatest impact with my words, I’ll say the client’s name before sharing a thought. A name is powerful.
The hardball approach is often dismissive; instead, repeat the rep’s name after they introduce themselves to help you remember. (Write it down if you’re on the phone.) Use their name throughout the conversation. Someone who feels respected, important, and valued is more likely to help than someone who feels disrespected, unimportant, and unappreciated.
Patience is invaluable in counseling. I’m patient with clients who are guarded and resistant to help. I’m patient in sessions; I sometimes sit in silence, allowing for the time to process, contemplate, or sort through thoughts. I’m patient when a client isn’t progressing. (Change takes time.) Lastly, I’m patient with myself when I say the wrong thing or when it seems my efforts aren’t helping.
For the person seeking assistance from customer service, patience is an asset. Hold times can be ridiculously long. It also takes time to connect with an actual human. And when you do connect, they could say you’ve reached the wrong department. They may transfer the call to someone in a different department (who may then transfer you again). You may be placed on hold more than once (and have to explain yourself multiple times). The call could be dropped and you’d have to start the entire process over.
Alternatively, if you’re dealing with in-person customer service, the line could be long. There could be a crying baby nearby or a man with a stinky odor standing in front of you. Or maybe the person behind you keeps bumping into you. It could be too hot or too cold in the store. When you finally get to the front of the line, the clerk may not know how to help. You’d be asked to step aside and wait for the manager, which would take even more time.
Patience is an art; it can be cultivated through mindfulness and gratitude. To foster patience, anticipate that your customer service issue is going to take a considerable amount of time. Expect to run into some unforeseen snags. If you’re already rushed or in a bad mood, skip it. Instead, make that call or trip to the store when you’re relaxed and have plenty of time to spare.
Okay, this is another one that’s not an official counseling skill, but it’s one of my counseling skills. What’s more, research suggests that when used appropriately (and never at a client’s expense), humor is a powerful tool for healing.
Also, never underestimate the power of laughing at yourself. If you can find humor in your flaws and life fails, you can forgive yourself and move on. (It’s refreshing to not have to take yourself so seriously.) Humor makes me a better counselor… and a better person.
Humor connects us; laughing together fosters positivity.
When talking to a customer service rep, use humor instead of playing hardball. Poke fun at yourself or your inadequacies. If your issue is even slightly humorous, go ahead and make a joke about it or have a laugh.
Example: a year or so ago, I had a problem with my FitBit. According to FitBit, I was climbing hundreds of flights of stairs every day. I contacted customer service to report the issue. In my email I wrote, “Although I wish it were true, I can assure you that I have not been climbing hundreds of flights of stairs on a daily basis. Please assist.” They sent a new FitBit.
Composure is the opposite of reactivity. An effective clinician is calm and serene; this promotes healing while reducing client anxiety. Moreover, it’s essential to remain calm in a crisis or with trauma work. Reactivity, on the other hand, is chaotic and ineffective.
When you react, you lose a small piece of your control. The more you react, the more out of control you feel. When fully escalated, you give up all your power; you’ve essentially handed it over to the person you’re reacting to. Furthermore, when emotions are heightened, the logical part of your brain becomes less active. You’re driven by your emotions.
In contrast, remaining calm enables you to respond instead of react. Maintaining composure will almost always benefit you in an argument.
To increase your ability to regulate your emotions, practice mindfulness meditation or deep breathing exercises. Neurofeedback is another tool for training your brain to remain calm.
In conclusion, playing hardball is rarely effective. The best strategies for getting your needs met include respect, genuineness, and empathy. Use a customer service rep’s name throughout the conversation. Be patient. Increase your likability with humor; remain calm (no matter what). The above methods will boost your odds for great customer service.
Do you have any tips for getting exceptional customer service? Share about it in a comment!
Exercise is a choice. Trevor Jewell, a certified personal trainer, explains that while you don’t have to exercise, you should definitely consider it.
By Trevor Jewell, ACSM Certified Personal Trainer
You will definitely get more gratification from grabbing a pint of ice cream and putting your feet up for a Netflix binge. Obviously, we don’t exercise because we have to. No one is holding a gun to your head while you sweat and gasp for air in a crowded gym as the seconds of your life tick away on a treadmill timer. We exercise because we want to! We want to feel good, look good, and live long and happy lives free of pain and injury, so exercise becomes worth it.
Many of my clients have told me during their consultations that they don’t like exercise. Cardio is boring, weights are intimidating, ab work hurts too much, the list goes on and on. But all of them, every single one, enjoys the feeling of having completed a tough and energizing workout. The important difference is, after discussing their goals, they have input on their workout plan in the form of choice.
Hate cardio? No problem! I’ll offer you routines with moderate intensity interval training that mimics the aerobic effect of jogging. Weightlifting too intimidating? We’ll try out different bodyweight routines that incorporate resistance training without ever touching anything but the floor. Ab work hurts? How about a few functional fitness games that utilize your core without shredding it like an 8 minute ab routine from Women’s Health magazine. For my advanced clients, I plan days where they get to use what they’ve learned and choose their own workouts while I simply help align their choices with their goals and provide coaching as needed.
The point is, almost everyone performs better in an environment where they don’t feel trapped and locked into a routine. This is why hiring a personal trainer can be a truly liberating experience as people realize they never have to touch an elliptical again if they don’t want to, but can still lose weight! If you are dragging your feet on the way to the gym to half-heartedly complete yet another round of the same old routine, it’s time to incorporate more choice into your workout.
It should come as no surprise that freedom of choice can lead to better results outside of the gym as well. In a recent study published in Medicine & Science in Sports & Exercise, scientists discovered a direct link between having choice in a workout and making healthier diet selections. Two test groups were given instructions to exercise and then allowed to eat at the same buffet. One group was forced to complete an exact routine, while the other was allowed to choose their type of exercise, starting time, and even background music. Upon reviewing their trips to the buffet, the authors discovered that those with more choice in their workouts consistently ate less calories (587 versus 399 kcal) and chose healthier foods than their counterparts!
If you’ve ever piled three extra slices of pizza on your plate as a reward for going to the gym that morning, you know exactly how the “forced” participants were feeling. Treating an exercise routine as something you have to “get out of the way” or “get over with” will cause you to feel trapped, and to disassociate your workouts with your life. Our goal as personal trainers is not to force people to get healthy, but to get them to associate an energizing workout in the gym with the overall goal of a healthy lifestyle. We don’t have to exercise, we choose a higher quality of life, and have fun doing it!
Trevor Jewell is an ACSM Certified Personal Trainer with EnDevor Health: Connecting doctors, exercise physiologists, and personal trainers to truly implement Exercise is Medicine in patients’ lives, located in Columbus, OH