Caller: I need you to help me update my schedules.
Me: No problem! What restaurant are you calling from?
Me: What. Restaurant. Are. You. Calling. From?
Caller: Yes, I am at the restaurant.
Me: That's good but what is the NAME of the restaurant?
Caller: Ohhhhhh? It's _____.
Me: Is this what we on today???
Lesson 7 - LISTEN. Active listening works so much better when both parties do it. Let me hear me, hear you, hear me, hearing you.