| With a gun to his head and passengers lives | | | | teenager might hold you an emotional hostage |
| at stake, Mike McNeill did something totally | | | | - until you meet his demand for passage to |
| unexpected with his "customer". A people | | | | Mexico during spring break. Each of these |
| skills story every business person can | | | | scenarios is a potential hijacking. And it's |
| benefit from. | | | | the way you choose to communicate with your |
| | | | hijacker that will determine the successful |
| In 1981, Mike McNeill ran into an | | | | outcome of your negotiations, whether it be |
| "unreasonable customer". As a Captain on a | | | | with a stranger, co-worker, friend or family |
| DeHavillan Dash-7 aircraft, Mike was making a | | | | member. So how do you deal with the |
| routine flight from Killeen, Texas to Dallas. | | | | proverbial tough guy who threatens your |
| A 45-minute hop. Shortly after the airplane | | | | tranquility? By applying some McNeill Magic |
| leveled off, a passenger came into the | | | | to the mix. To do this, let's consider a |
| cockpit and suggested a new destination: | | | | simple four-step process. It will go a long |
| Cuba. When McNeill turned around and saw an | | | | way to defuse tensions, resolve problems and |
| Uzi machine gun leveled at his head, he knew | | | | keep you on a passionate and positive track. |
| he would need more than just flying skills to | | | | Try it the next time you meet an |
| keep things cool. At the trigger was a hyper | | | | "unreasonable customer" who threatens to |
| young man in his 20's. Like a cobra out of | | | | hijack your day. 1. Listen calmly. This |
| its cage, the man was agitated and | | | | alone can defuse a lot of energy and anger |
| unpredictable. Mike knew the 4-engine | | | | from an irate customer. As they talk with |
| DeHavillan didn't have enough fuel to make it | | | | you, breathe deep, relax and simply listen. |
| to Cuba, yet he had to be careful in | | | | Do nothing to agitate them. Above all else |
| rejecting the hijacker's request out of hand. | | | | don't become angry, irritated or patronizing. |
| Therefore, McNeill and his co-pilot began to | | | | Like a busted steam pipe, let the pressure |
| unwrap a subtle counter-offer - their | | | | vent. 2. Empathize. Walk a mile in their |
| friendship. The two pilots slowly changed the | | | | moccasins. Try to find out how they feel. |
| climate in the cockpit. Being careful not to | | | | Refrain from harsh and immediate judgments. |
| patronize the young man, they worked to | | | | Ask yourself not just what they want but why |
| befriend and empathize with him. They brought | | | | they want it. Determine their needs no matter |
| out pictures of their families. At one point | | | | how far gone they may appear. 3. Assess |
| the co-pilot even suggested they return to | | | | the situation. Agree with them initially so |
| Killeen because he had to baby-sit the kids! | | | | as to buy time and think. What are your |
| The harshness of the hijacker's demands began | | | | options? What are their options? How could |
| to soften. He made a concession. Forget Cuba. | | | | you best negotiate and turn this into a |
| Mexico would do. Mike obliged him. They | | | | win-win situation? If their rationale is |
| turned the aircraft toward Laredo. By this | | | | totally whacked-out, agree with them anyway. |
| time, the Mexican equivalent of the FBI were | | | | Let them see you as an ally. Then silently |
| notified and positioning themselves at the | | | | consider what's acceptable in this situation |
| airport. Enroute, the three men talked. | | | | and strive for an objective balance. 4. |
| After they landed, they talked some more | | | | Downsize your differences. Find your common |
| inside the cockpit. Hours passed. It took | | | | interests. Find those points in which you |
| time and patience but the hijacker was | | | | both agree and highlight those areas. Become |
| finally persuaded to lay down his Uzi and | | | | personable. If you need to point out |
| surrender to the Mexican authorities. Well | | | | corrective action, give a compliment first, |
| how was McNeill able to calmly handle such a | | | | offer your suggestion, then follow up with a |
| potentially explosive situation? In a word, | | | | sincere but complimentary observation. This |
| Mike was prepared. He had gone to work | | | | is sometimes referred to as the "sandwich" |
| prepped to deal with numerous variables. | | | | approach (compliment, correct and |
| Turbulence, changing weather, mechanical | | | | compliment). Keep the overall exchange |
| malfunctions - even disgruntled customers. | | | | friendly and light. Avoid further |
| When the challenged presented itself, Mike's | | | | confrontation. Your main objective is to be a |
| mental preparedness worked to his advantage. | | | | positive, non-threatening change-agent in the |
| Hardly a day goes by where we do not have to | | | | process. In doing so you will open up the |
| deal with some type of problem that demands | | | | other person to solution-oriented dialogue. |
| our immediate attention. Whether it's a | | | | To help you remember these four points think |
| work-related conflict or personal dilemma, | | | | of the word "L - E - A - D". - Listen - |
| your ability to manage that difficulty will | | | | Empathize - Assess - Downsize Consider |
| have a profound effect on your journey | | | | honing this skill with a co-worker. Allow him |
| through life. The problem is, you never know | | | | or her to role play the hijacker, complete |
| when or where trouble will hit. Let's | | | | with complaints, criticisms and demands. |
| revisit Mike McNeill's problem for a moment. | | | | After a while, trade places. Now you become |
| One thing is his favor; Mike didn't have a | | | | the cantankerous, uncooperative customer, |
| fanatical terrorist on his hands. Instead, he | | | | co-worker or even an unreasonable, ranting |
| simply had some kook who wanted to cruise to | | | | spouse while your partner assumes the roll of |
| Cuba. The fact that he had an Uzi as a | | | | the even-tempered negotiator. Use some |
| boarding pass made things more interesting. | | | | McNeill Magic. Be creative. Consider all the |
| If you were in Mike's position, what would | | | | angles to address the dilemma as long as they |
| you do? How would you respond? Would you | | | | somehow lead to resolution. This exercise |
| fight? Draw your Smith and Wesson and start | | | | will not only lubricate your negotiation |
| shooting? Would you refuse the demand, or | | | | skills, but provide some fun in the process. |
| simply comply and fly...until you ran out of | | | | After a bit of practice you'll find this |
| fuel? These are tough questions, each with | | | | exercise helps keep your stress level in |
| potentially fatal consequences. But believe | | | | check as you deal with this kind of "extreme |
| it or not, you are hijacked all the time. For | | | | customer service" snafu. |
| example, a loyal customer may take you | | | | |
| "hostage" as he threatens to cancel an | | | | (Dramatic audio version available at |
| account. Your spouse could suddenly demand a | | | | "Helltrains" website. |
| large amount of cash - to pay bills. Your | | | | |