Published by Robert A. & Vicki L. Prentice of Professional Development Systems
February 20, 2006 Issue 186
From the Desk of Bob
Brrr. Just call me Frosty the Snow Bob! It is just freezin’ here in the North Country. I am so looking forward to spring! Digging in the dirt in my gardens and greenhouse has got to be my most favorite thing to do; I am counting the days in great anticipation.
It's a fact that life can be full of difficulties, from dealing with unpleasant weather to dealing with unpleasant people. Today, we'll focus on some ways we can deal with the disgruntled people we are called on to deal with from time to time.
Think positve! Think SPRING! Bob
In this week's issue
Life Attitudes
Seeds of Success: Dealing With Disgruntled People
The Prairie Beacon
Mr. Attitude's Life Tested Tools
Life Attitudes
"When we do the best we can, we never know what miracle is wrought in our life, or in the life of another.”
~Hellen Keller~
"Happiness is a perfume you cannot pour on others without getting a few drops on yourself.”
~Ralph Waldo Emerson~
"Have a heart that never hardens, and a temper that never tires, and a touch that never hurts.”
~Charles Dickens~
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Seeds of Success: Dealing With Disgruntled People
By Robert A. Prentice
Have you ever been doing your job and someone calls on the phone or steps up to your desk or work area and unloads about a week's worth of frustration on you? Not much fun, is it?
After the initial “shock and awe” that you experience, you might be tempted to lash out with a few choice words of your own. However, there is a better way. This is the time to remind yourself of the opportunity you have to take a “mega” negative and turn it into something positive.
In these situations I always like to get a person's attention by giving them a friendly smile and a kind word to break the aggression. Here are some vital steps you can take to turn the difficult situation into something that will create a win-win result for everyone involved.
Step One: Smile a knowing smile to let the disgruntled person know you are confident that you will be able to resolve their challenge.
Step Two: Ask the other person for permission to take notes, as a way to show them that you are serious about resolving their challenge.
Step Three: Listen to the other person's complaint and play it back to them as you try to gain an understanding of the issue at hand. Gain their agreement and show them that you have heard them.
Step Four: Calmly, ask this question. “What would you like me to do to resolve this challenge to your satisfaction?” (Note: Never refer to the situation as a problem. It is a "challenge.") If you are empowered to resolve their challenge, of course, go ahead and do so. If you can't, get someone who can. The goal is to create a happy result for them.
Step Five: Remember not to take things like this personally, but do always be personable and sypathetic to the other person's view of the situation.
Treating disgruntled people in the manner described above, will most often result in even the most irate person calming down. However, there are times when someone still insists on being verbally or physically abusive. You do not have to subject yourself to abuse; neither should you start dishing out abuse of your own. If someone starts swearing at you or calling you names, or in some other way threatens you, protect yourself by walking away from them. Go and get your boss or another in higher authority to help you deal with the situation. If all else fails, you may have to ask them to leave.
Dealing with disgruntled people is usually not a very pleasant thing to do, but armed with the right attitude, and the application of these simple steps to the difficult situation, the end result can be a positive one.
Attitude Quote
“I am convinced that attitude is the key to success or failure in almost any of life’s endeavors. Your attitude–your perspective, your outlook, how you feel about yourself, how you feel about other people–determines your priorities, your actions, your values. Your attitude determines how you interact with other people and how you interact with yourself.” ~Carolyn Warner~
Bob "Mr. Attitude" Prentice is available for Keynote, conference engagements, and in-house company training assignments Call to schedule Bob TODAY! 800.437.9715
Read on...
The Prairie Beacon
The Prairie Beacon is a monthly positive attitude paper, published by Mr. Attitude, featuring Seeds of Success articles, motivational stories, quotes and attitudes, all guaranteed to challenge and inspire it's readers to live a richer, fuller and happier life.
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Mr. Attitude's Life Tested Tools
My training sessions consist of the principals, attitudes, and skills that I have discovered over the course of my life, and that I aspire to practice in my day to day living. These are the Life Tested Tools that I have to offer:
KEYS TO BETTER LEADERSHIP • Creativity Encounter • Planning for Results • Organizational Effectiveness • Understanding Ourselves and Others • Teamwork Works • Building Morale
KEYS TO BETTER SELLING • Gaining a Prospects Attention • Building Interest • Communicating with Conviction • Painting Pictures of Desire • Asking for the Business • Welcoming Objections • Showmanship in Selling • Total Customer Service • Bootstrap Marketing o Barter o Networking o Advertising o Podcasting/Blogging o Internet
KEYS TO BETTER LIVING • Attitudes for Excellence • Managing Stress and Time • Complete Life Strategy • Tapping our Potential
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Feel free to pass your Monday Morning Motivations on to a friend.
What a great way to let them know you are thinking of them!
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:: http://www.mrattitudespeaks.com
:: 800-437-9715
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