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Your ability to manage Telling Tension can have a more positive impact on your career than any other single skill. Telling Tension is the compelling desire to talk. (Memorize this definition.) It occurs whenever someone feels strong emotions; the stronger the emotion, the more compelling the desire to express it. This need to talk is like walking with a sharp rock in your shoe. It's hard to think of anything else until you get rid of it!
When either you or a customer feels a high degree
of Telling Tension, a condition called LO/LO sets in; LO/LO
stands for Lock On/Lock Out1. Since the human mind cannot
think two thoughts simultaneously, it "Locks On" to its
own thought and "Locks Out" other ideas. In highly emotional