In 1993, Mike McNeill ran into an “unreasonable customer.”
As a captain on a a de Havilland Dash-7 aircraft, Mike was to make a routine flight from Killeen, Texas to Dallas. A 45-minute hop. Shortly after the airplane levelled off, a passenger came up into the cockpit and suggested a new destination: Cuba.
When McNeill turned around and saw an Uzi machine gun levelled at his head, he knew he would need more than just flying skills to keep things cool. At the trigger was a hyper young man in his 20s. Like a cobra out of its basket, the man was agitated and unpredictable.
Use your weapon!
Mike knew the four-engine de Havilland did not have enough fuel to make it to Cuba, yet he had to be careful in rejecting the hijacker’s request out of hand. Therefore, McNeill and the co-pilot began to unwrap a subtle counteroffer. Their friendship. This was a “weapon” the hijacker simply didn’t see coming.
The two pilots began to slowly, and subtly, change the climate in the cockpit. Being careful not to patronize the young man, they worked to befriend and empathize with him.
They brought out pictures of the family. At one point the co-pilot even suggested they return to Killeen because he had to babysit the kids. But perhaps the gutsiest, but most effective move, took place when McNeill confessed how his “on time record” would be impacted unless he could provide a very good reason. Straight faced, he asked the hijacker, “could you write me an excuse?”
He hijacker actually proceeded to write the note!
This move by McNeill was brilliant. What Mike did was give the hijacker a sense of importance and respect. Something every human craves. This provided the crew to become more human as the harshness of the hijacker’s demands began to soften. He made a concession: forget Cuba. Mexico would do. Mike obliged him.
They turned the aircraft toward Laredo. By this time, the Mexican equivalent of the FBI were notified and positioning themselves at the airport. In route, the three men talked. After they landed, they talked some more inside the cockpit.
Hours passed. It took time and patience, but the hijacker was finally persuaded to lay down his Uzi and surrender to the Mexican authorities.
How was McNeill able to calmly handle such a potentially explosive situation? In a word, Mike was prepared. He had gone to work prepped to deal with numerous variables: turbulence, changing weather, mechanical malfunctions, even disgruntled customers. When the challenge presented itself, Mike’s mental preparedness worked to his advantage.
Prepare to get jacked
Hardly a day goes by where you do not have to deal with some type of problem that demands your immediate attention. Whether it’s a work-related conflict or personal dilemma, your ability to manage that difficulty will have a profound effect on your journey through life. The problem is, you never know when or where trouble will hit.
Let’s revisit Mike McNeill’s problem for a moment. One thing was in his favor. Mike didn’t have a fanatical terrorist on his hands. Instead, he simply had some kook who wanted to cruise to Cuba. The fact that he had an Uzi as a boarding pass made things more interesting.
If you were in McNeill’s position, what would you do? How would you respond? Would you fight? Draw out your Smith & Wesson and start shooting? Would you refuse the demand? Or simply comply and fly…until you ran out of fuel?
These are tough questions, each with potentially fatal consequences. But believe it or not, you are hijacked all the time.
For example, a loyal customer may take you hostage as he or she threatens to cancel an account. Your spouse could suddenly demand a large amount of cash – to pay bills. Your teenager may hold you an emotional hostage, until you meet his demand for passage to Mexico – during spring break.
Each of these scenarios is a potential hijacking. And it’s the way you choose to communicate with your hijacker that will determine the successful outcome of your negotiations, whether it be with a customer, co-worker, friend, foe, or fanatic.
So how do you deal with the proverbial tough guy who threatens your tranquillity? By applying some McNeill magic to the mix.
Lead your “customer” to resolution
To do this, let’s consider a simple four-step process. This applied “flight lesson” will go a long way to defuse tensions, resolve problems, and keep you on a passionate and positive track. Try it the next time you meet an unreasonable customer who threatens to hijack your day.
1) Listen calmly. This alone can defuse a lot of energy and anger from someone who is irate. As they talk with you, breathe deep, relax, and simply listen. Do nothing to agitate them. Above all else, don’t become angry, irritated or patronizing. Like a busted steam pipe, let the pressure vent.
2) Empathize. Walk a mile in their moccasins. Try to find out how they feel. Refrain from harsh or immediate judgments. Ask yourself not only what they want, but why they want it. Determine their needs, no matter how crazy they may appear.
3) Assess the situation. Agree with them initially so as to buy time and think. What are your options? What are their options? How could you best negotiate and turn this into a win-win situation? If their rationale is totally whacked out, agree with them anyway. Let them see you as an ally. Then silently consider what’s acceptable in the situation and strive for a balance.
4) Downsize your differences. Find your common interests. Find those points in which you both agree and highlight those areas. Become personable. If you need to point out corrective action, give a compliment first, offer your suggestion, then follow up with a sincere but complimentary observation.
This is sometimes referred to as the sandwich approach — compliment, correct, and compliment. Keep the overall exchange friendly and light. Avoid further confrontation. Your main objective is to be a positive, non-threatening change agent in the process. In doing so, you will open up the other person to solution-oriented dialogue.
To help you remember these points. Think of the word L-E-A-D:
· Listen
· Empathize
· Assess
· Downsize
Whether it’s work-related conflicts or personal dilemmas, your ability to manage those difficulties can have a profound effect on your happiness and well-being.