Managing the Anxiety of Verbal Flooding
In this transcript, an experienced HVAC technician reflects on a service call characterized by a customer’s continuous, non-stop talking. Drawing on psychological concepts from Clark and Wells, the narrative explains that such verbal flooding is often a safety behavior used to manage social anxiety in uncertain situations. The technician argues that neither dismissing the customer nor fully engaging with every tangent is effective; instead, maintaining a steady background channel of brief affirmations allows the customer’s nerves to settle. By providing a predictable presence, the…
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