10/07/2025
Let me set the stage for you:
I’m getting ready to exit the store 5Below after purchasing a paintbrush set as I’m making my college daughter a care package filled with art supplies to throw her and her girlfriends a little Halloween craft party.
Right at the exit is a young girl employee sitting on a stool. There is a group of middle-age women before me making their way out. Just as they do, the girl on the stool says, “Hey, I need to see your receipt!”
The spokeswoman for the women’s group says agitatingly to her, “You can’t make me show you my receipt. It’s against the law. What you’re doing is illegal.”
The girl says meekly, “I’m just doing my job. Can I see your receipt?”
The woman becomes even more aggressive in her tone and actions stating to the employee again that it’s illegal and that she doesn’t have to do it.
The young girl responds, “Fine, go then.“
I’m right behind them watching this all unfold. I am shocked seeing a grown woman acting this way. I go to the young girl and attempt to show her my receipt on my phone. I tell her that I’m sorry that someone treated her that way, and I tell her that I know she’s just doing her job.
I’m seconds behind the women who are slowly moving out of the store. The spokeswoman’s going off about how the girl was yelling at her. I debate whether I’ll say something as I’m not sure my words will go anywhere, and I also recognize that I am calm and cool and can handle whatever happens next.
So, the urge overtakes me, and I say to the woman in a calm and gentle way, “Hey, that young girl was just doing her job. You could’ve been a little kinder.“
The woman squares up to me and to my surprise she freezes. I wasn’t sure if she was going become verbally aggressive. Instead, she just stands there, staring blankly at me saying nothing. I wish her a good day, turn around, and head to my car. A few steps away I hear what I think is a a “F-You” from her entourage.
What’s important about this story and why I’m sharing it with you is because one of the best tools we can have in our tool bag is understanding nervous system states. In fact, I’ve worked for years to understand my own and to help others understand their’s.
Nervous system states are what we do when we sense there is danger, whether real or perceived. When our body senses something, it may drop into fight, fight, freeze, or fawn. When we drop into those states, we are no longer able to respond to life in our calm, cool way. That is not until we rise back up into what is called our Ventral Vagal state. This is the state where we are calm, cool, and can really hear the feedback someone is offering.
When that woman squared up to me, I wasn’t sure which state she would be in. I approached her when she was in the fight stage, rattling off about how that worker was yelling at her (for the record that is not how I experienced that situation whatsoever). So it was a big risk for me to try and talk to this woman when she was in an activated and defensive state. However, she moved out of fight and dropped down into freeze. I saw this shift right before my eyes. And it was then that I knew my words would only get somewhere if I remain kind and calm so I was very intentional with my voice and in keeping my distance.
Because it is true that in these nervous system states, we’re often unable to hear people. It is true that I probably wasted my breath. Because when we are in those nervous system states, we aren’t focused on what people say. We’re focused on how they’re saying it, and we focus on our own internal experience. The words don’t get heard until we’re back in that calm, cool place.
I share this story with you to encourage you to reflect on your own nervous system states and the people around you that you’re trying to communicate with. When we understand nervous system states, we understand that timing of conversations and our tone of voice can be everything.
So did I change the world with that interaction? Probably not. Will I be recalled as some b*tch villain by the 5Below entourage? Quite possibly. Was the psychology nerd in me fascinated in noticing each of our nervous system states and deciding what to do from there? Absolutely.
Remember, knowledge is power. Understanding nervous system state is beyond beneficial to our relationships and helps improve communication.