Controlling a situation means acting in a way that is both assertive and respectful. To achieve complete control, you need empathy, communication and credibility.
Chris Lytle, a writer that contributes to the saleshq.monster.com website, learned a valuable lesson on persuasion and taking control from a member of staff in airport security. Although he surely is not a sales representative, he was able to take control and handle the situation well in a crowd of stressed people waiting in long lines at the airport for a security check.
The power of empathy
The security guard managed to make the people to do what he needed them to do. This was facilitated by his empathy; he asked regularly who had the next flight and then assured the nervous passengers that he was aware of their situation, and would look out for them. If they were not at the front of their line in time, he said, he would walk them to the front, and so they would catch the plane.
Make a system, plan and communicate
He divided the crowd into several lines, he created a system. The system worked, as everyone who came into the terminal could see. He informed the travelers that if they followed his instructions, the time needed to process one person would be reduced by half. Therefore, everyone knew that his own cooperation had an impact. Everyone was a part of solution to the crowded-terminal problem. The guy had a plan and others knew it. Everyone respects a man with a plan.
Credibility
The security guard was taking his job seriously. He enjoyed it! You could tell from his smile, his voice, and his movements. He managed to control the crowd and persuade the new travelers to obey his instructions. It was obvious that there was a true professional in charge. Everyone could be sure that he knew what to do.
-jk-