I was browsing classmates' blogs looking for inspiration for this week's post and Sarah won! I also enjoyed Grammar Girl's tips from class the other day.
I agree 100% that even when someone else, or some company, is completely in the wrong, it is still important to keep the channels of communication open with them--especially if you are in need of their help.
I used to take customer service calls for a variety of different companies. I was always more eager and willing to go the extra mile for customers who were calm and level-headed as opposed to customers who came on the line shouting or swearing. You would think this would be common sense, but I am shocked at the number of individuals I have come in contact with that feel that the best way to get what they want is to forcefully demand it.
Even if you are in the right and the other person has screwed up, you'll see more progress in resolving the issue if you separate the people from the problem and attack the problem together as a team instead of attacking the other person.
I really like the idea of separating the people from the problem. I always find it interesting when someone starts yelling at an employee in a store or at a restaurant when the employee has nothing to do with the problem. They're usually just following company policy. I think it's a very important life lesson to understand that there isn't another person attached to every problem that occurs.
ReplyDeleteAmen sister! Nobody wants to help someone who is being rude to them. From my personal experience, I've found that whenever I'd had to persuade someone to my point of view, I have the most success when I'm considerate of the other person, while using clear and kind words.
ReplyDeletePatience is a virtue!! What a great reminder! As I have conversations with roommates face-to-face, my parents over the phone, cashiers very briefly, or someone that I am dating, it is so important to keep what you said her in mind. We should always approach everybody calmly and respond in the same manner as to not let the conversation get out of hand on either side. Also, we are much, much, much more likely to end up with a situation that favors us when we are in control and looking out for all parties the whole time. What a great reminder!!
ReplyDeleteI've had these types of problems in past jobs also. Having someone scream at you while you try to fix the problem doesn't help at all. Being able to separate the person from the problem is a great concept and one that I could work on.
ReplyDeleteCustomer service is definitely a crash course in developing patience and effective communication skills. I love the point that you made to focus on the person, not the problem. If everybody could focus more on people, I feel that would solve so many problems! Thanks for the reminder.
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