If you are engaged in a conflict in a highly impersonal situation (like talking to an insurance company),asking for the person's name so you can use it when you call back is a strategy Hocker and Wilmot call "calm persistence."

Question

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"Calm persistence" is a strategy recommended by Hocker and Wilmot to maintain civility and keep the conversation on track in impersonal situations. Asking for the person's name and using it in a respectful manner can help establish a more personal connection and increase the likelihood of a successful resolution.

If You Are Engaged in a Conflict in a Highly