In 1983, 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 leveled off, a passenger came up into the cockpit and suggested a new destination: Cuba.
When McNeill turned around and saw an Uzi machine gun leveled at his head, he knew he would need more than just flying skills to keep things cool. At the trigger was a young Iranian man, Hussein Kholya, who, like a cobra out of its basket, 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 Hussein’s request out of hand. Therefore, McNeill and the co-pilot began to unwrap a subtle counteroffer. Their friendship – a type of “weapon” the hijacker simply didn’t see coming.
The two pilots began to slowly 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. They talked, and treated the hijacker as a regular guy. Even joking with him at times. This was the last thing Hussein had expected. At one point the co-pilot, Frank Flores, told the hijacker, he had a college class that night. They discussed how he would be marked down missing it. Straight faced, he asked Kholya if he could write him an excuse.
Hussein proceeded to write the note. “Please excuse Frank from class because of his hijacking,” it said.
What the crew was accomplishing, was nothing short of brilliant. They gave the hijacker something every human being craves: a sense of importance and respect, sprinkled with a pinch of humor. Something every relationship, marriage, personal connection or business interaction could benefit from.
The seriousness of the situation consequently continued to lighten, and the hijacker’s demands softened. He made a concession: forget Cuba. Mexico would do. Mike obliged him.
They turned the aircraft toward Laredo. By this time, the relationship (and attendant humor) began to ramp up. On the approach, Flores went so far as to “warn” Kholya of the impending landing. “After this guy lands, he said, you’ll need a chiropractor.” The machine-gun wielding highjacker, was now actually beginning to enjoy the light banter and camaraderie.
Meanwhile, the Mexican equivalent of the FBI were notified and positioning themselves at the airport. After McNeill landed, the three men talked. And talked some more. Hours passed. It took time and patience, but Hussein Kholya was finally persuaded to lay down his Uzi and transition to the Mexican authorities.
How were McNeill and his copilot able to calmly handle such a potentially explosive situation? In a word, they were prepared. They had gone to work prepped to deal with numerous variables: turbulence, changing weather, mechanical malfunctions, even disgruntled customers. And deal with it all in a calm, cool, manner. When the challenge presented itself, mental preparedness worked to their 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 the way you communicate with your “hijacker” will determine the outcome, 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
Let’s consider an easy-to-remember, four-step process. This “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. Listening 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. Hussein was initially very agitated. The crew didn’t push or panic. They simply listened.
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. While McNeill knew Cuba was out of the question, he strategically painted the advantages of a closer, Mexico. This, coupled with the overall ability to make the hijacker feel normal and even
4) Downsize your differences. Find your common interests. Find those points in which you both agree and highlight them. Put a priority on being personable. This was a key ingredient that provided the impetus of mutual respect and enhanced communication between the crew and Hussein.
To help you remember these points. Think of the word L-E-A-D:
· Lead
· Empathize
· Assess
· Downsiz
Remember, humans want to feel good about themselves. Strive to keep any exchange with a potential highjacker cool, calm, respectful, and light. Be open to helping the other person feel important, empowered and even appreciated. Basic people-skills can provide a powerful weapon in dealing with threats to your tranquility and peace of mind. The bottom line, main objective is to be a positive, non-threatening change agent adept in finding solutions to sometimes, difficult situations. In doing so, you will open up the other person to solution-oriented dialogue that ultimately neutralizes any “sucker-punch” that comes your way.