UNFORTUNATELY
Before we can react in a way that gives us the best chance of getting what we want from any interaction, we need to know what's really going on. For instance, you manage to make your way through a telephone tree that seems as if it was put together by a six year old. You only had ten minutes and now you have six or seven left. You finally get a live person and what you want to know is whether or not your insurance is due or your payment was received. The person asks you for your last name, date of birth, last four numbers of your social, zip code, city, dog's name, mother's name, brother's address, well maybe not all that but that's what it feels like and you say it all. They say you SHOULD have been sent that information and they can't give you that information anyway because you've called the wrong department. They sound angry, they are curt, they don't offer to transfer your call. They tell you in a very abrupt way that you have to call this other department, click. Then you are staring at a phone that doesn't have a person on...