I was raised by the nuns on lessons on etiquette and respect by numbers. Yet, why do I seem to attract angry people ?
I am fortunate to say that my work and home life is fabulous! No complains - -whew! It’s when I am in between the work and home exits that it feels like I am in the dark hole where all difficult people exist!
They come in so many packages and their disguises are good too!
Hmmm, just for today….angry teen raised her voice at a customer service guy, psycho 30ish guy in black BMW switching lanes at 60m/hr at a 45m/hr road with his good finger sign to white Ford truck, impatient yuppy with yellow tie nagging the receptionist at my optometrist clinic. Don’t’ they know that being angry will add wrinkle lines when they reach 40?
If I am the customer service or the receptionist in that situation, will the numbers by nuns rules apply? Let me see if I can recall my lessons….
- Compassion: If he is angry, do I have to be angry too? If he is upset, do I want him to be more upset?
- Listen: Why is he screaming? Where is the misunderstanding? What are his suggestions to address his need?
- Acknowledge: How do I tell him that I understand his concern? How do I thank him for escalating his anxiety to my attention
- Address Issue: How do I let him know what I can or cannot do? At what point will I involve my superior?
- Confirmation: Is he satisfied with my solution? How can we offer a better service to him?
- Follow through and thank him with a smile: What have I learned today that will help improve my skills tomorrow?
Angry people are not aliens! They are normal people that just happen to have a terrible day! We need to understand that the frustration is not a personal attack on us or our character. It’s simply an angry person in a bad situation and I may just happen to be the person he is yelling at to release his bad energy at that moment.
So to my dear nuns from my old school (by the way, they are reading my articles now) , not sure if I was present when you were teaching this angry management session , but as one of your favorite alumni - -this is how I would handle the situation at this present time.
So to all angry people who will cross my path - - BRING IT ON!
