10/02/2026
Change the moment before the moment changes you.
Long before I had a name for Brain Pattern Interrupts, I was using them every day while answering calls at Farmers Insurance. When someone called already frustrated, it would have been easy to absorb that energy, become defensive, or simply rush through the problem in front of us.
Instead, I learned to recognize what was happening and make an intentional choice about where I wanted the interaction to go. Looking back, I was following the same three-step process I teach today.
Acknowledge the Loop: This person is frustrated, and I have a choice whether I allow that frustration to dictate the rest of our conversation.
Interrupt the Pattern: Instead of matching their energy, I would ask something unexpected: “How could I go about bringing a smile to your face today?”
Anchor the Moment: Once the energy shifted, there was an opportunity to move beyond the frustration, understand the person behind the problem, and have a more productive conversation.
That’s what I love about Brain Pattern Interrupts. They don’t require some elaborate gesture or perfectly planned response; they simply require enough awareness to recognize where a moment is heading and enough intention to decide you’d like to take it somewhere different.
You may not get to choose the energy someone brings into an interaction, but you do get a say in the energy you bring back.
Change the moment before the moment changes you.