Part 1 · Practice
The Counter Challenge.
Your table's toughest Peak moment. Three moves. Ten minutes. One person taps Start, and this page walks you through every step.
Writer
Next birthday
Holds the phone. Types your lines.
Member
Plays it at a 7
Frustrated, not impossible.
Associate
Runs the 3 moves
Says it to her, not about her.
Go around the table. Each person names their toughest Peak moment in one sentence. Pick the hardest one.
Use her exact words. The hotter the line, the better the practice.
Write one line for each move. Borrow from the phrase bank or use your own words.
1 · Regulate · Calm her first
2 · Redirect · Move the bed
3 · Resolve · The two doors
The phrase bank
Regulate
"I realize this is frustrating."
"Thank you for waiting. I know that line was long."
"You have my full attention."
"Help me understand what happened."
Redirect
"What would make this right for you today?"
"So what you need is ___. Did I get that right?"
"It sounds like what really worries you is ___."
"From here, this is my problem to solve. Not yours."
Resolve
"I wish I had a different answer for you."
"That's not something I can do, and I'm not going to leave you without options."
"Here are two ways I can take care of this right now. Which works better for you?"
"I hear you. My answer is the same, and here's what I can do."
Two people stand. The member delivers her line at a 7. The associate runs all three moves, out loud, to her face. Then swap and run it again.
Everyone else is a watcher. Tap each box when you hear it.
Calmed her firstNamed the feeling. No "but." No policy yet.
Moved the bedDidn't argue about what happened. Asked about what's next.
Two doorsA clean no, then two real yeses. She chose.
Never mentioned a managerShe didn't ask, so nobody offered.
Her voice droppedThe moment you saw it work.
0 of 5 heard
Answer these three out loud as a table. Be ready to share if Myra calls on you.
1. Which line made her voice drop?
2. Which move was hardest to say, and why?
3. How would you teach this to your team at your next huddle?
Our proof, in one sentence
When the timer ends
Phones down. Eyes up. Myra is calling on two tables.
Time. Bring your best line.
Myra Golden · The 3R Conversation Control Method™
Part 2 · Make it real
Make it real.
Your team already knows the policy. You trained them. What breaks is the moment: the hot seat, the member in front of them, the whole line watching. These ten minutes are about your store, not a scenario. Same timer. Same writer. Tap Start.
Remember 1 to 99? The numbers looked scattered, until you saw the pattern. Four quadrants. Clockwise. Then you couldn’t unsee it.
Pressure scatters what your team knows. 3R is the pattern that holds it together.
Talk: Where does your store scatter? Name the exact moment.
Our store scatters when...
Every break lifted that pole. Presence brought it down.
At Peak, a break looks like an associate who freezes, a teammate who looks away, or a manager who swoops in and takes over.
Talk: Who on your team already stays present when it gets loud? What would it take for nobody to stand alone at your register?
So nobody stands alone, we will...
3
Stretch and recover
2 min
Fabric that only stretches is ruined. The brilliant part is the recovery.
A hard member will stretch your associate. Your job isn’t to keep the stretch from happening. It’s to bring them back before the next member steps up.
Talk: After a hard one, what will you say to your associate in the first sixty seconds?
Everyone answers for their own store. The writer types the table’s best. Then each person says theirs out loud.
The first person I’ll teach is
The line my store will own by Black Friday
I’ll know it’s working when
When the timer ends
Phones down. Eyes up. Myra wants three dates.
Time. Say your date out loud.
Myra Golden · The 3R Conversation Control Method™
