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- Slide: 1
- Defense Mechanism
- *Yawns* It's sooooo early, I can't wait to get in and get out.
- MIranda is on her way to work at 7am.
- Slide: 2
- SUBLIMATION
- Good Morning ma'am, I see that you are here to purchase a house. Let me check your credit and history to see if you are a right fit.
- Hi! Yes, my husband and I need to move out of our apartment immediately!
- Definition : to redirect to positiveMIranda is behaving professionally when helping this woman.
- Slide: 3
- PROJECTION
- Well, on my end it says that your credit is a 378, you'll need a higher credit score to be admitted.
- What?!? That can't be, it must've been my husband with his all his spontaneous vacations!
- Definition : to accuse someone else of your feelings or behaviorsThe woman is accusing her husband for the reason her credit score is so low when in reality it's because of her.
- Slide: 4
- DISPLACEMENT
- Okay ma'am, well your husband's card is on file. Let's check his score.
- Alright!
- Definition : redirect impulse to something less bad.Miranda was able to calm the woman down by mentioning the option of using her husband's credit score when applying.
- Slide: 5
- DISPLACEMENT
- His score is a 831 which is amazing. Do you have your insurance card with you?
- Oh yes, I do. Do you accept Horizon?
- Definition : redirect impulse to something less bad.Her husband had a better score than her which made her eligible to apply.
- Slide: 6
- RATIONALIZATION
- Unfortunately ma'am we do not. You would need to go somewhere else when using that card. I apologize.
- Are you serious? I drove 3 hours in traffic to get here and for nothing??
- Definition : justification.The woman's insurance isn't accepted in this company.
- Slide: 7
- REGRESSION
- Ma'am please relax. I am sure we can figure something out before you leave here today.
- No, you know what? I hope you spill coffee on your shirt lady!! I can't believe this.
- Definition : revert to childlike behaviorMiranda was threatened by this woman because her own insurance wasn't accepted here.
- Slide: 8
- REGRESSION
- There is no reason to be rude. I will ban you from ever searching for a complex in our company forever!!
- Yeah, whatever!
- Definition : revert to childlike behavior.Miranda was able to handle the situation professionally while the woman was too stubborn and walked off.
- Slide: 9
- DENIAL
- I'm just going to pretend like that didn't happen. That lady was insane, I was dreaming because no way.
- Definition : refuse to acknowledge.Miranda is still in denial that the woman actually spoke to her that way.
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