Why Your Brain Craves the Worst Case
I was on my way to Yukon when the call came in. System wasn't cooling. Customer needed someone out that day. I said I could be there by two. And then she asked: before you come, just tell me the worst case number. I've had a lot of questions on the phone before a service call. That one is different. Most people understand that a price before a diagnosis is a guess. But this wasn't really about the number. I could hear it in how she asked. Research out of Concordia University in 1994 identified intolerance of uncertainty: anxiety isn't primarily about what a person is afraid of. It's about the…
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