A message to a fellow co-worker:
You asked me how to handle customers who are behaving unproductively and rudely. To be completely honest, I’ve heard too many people say that they just have to take it and accept the unpleasant reality of being powerless to say no. But, IMO, it doesn’t have to be that way. The first step in confidently asserting yourself is to dig deep into your heart and uncover your most cherished principles and values. Once, you’ve done this, then you’ve got to embody them via your behavior: the louder they become, then the softer you must speak; the more they condescend and attack, then the more calm and curious you must be. Be who you are and don’t be a product of their negativity. Regardless of the outcome, if you have embodied what you stand for and have done your best to constructively handle the situation, then that is all anyone can ask: you have no control over their behavior; you can only control yourself. In essence, by behaving in this manner, you are saying no to unproductive behavior in a very powerful and effective way.
You asked me how to handle customers who are behaving unproductively and rudely. To be completely honest, I’ve heard too many people say that they just have to take it and accept the unpleasant reality of being powerless to say no. But, IMO, it doesn’t have to be that way. The first step in confidently asserting yourself is to dig deep into your heart and uncover your most cherished principles and values. Once, you’ve done this, then you’ve got to embody them via your behavior: the louder they become, then the softer you must speak; the more they condescend and attack, then the more calm and curious you must be. Be who you are and don’t be a product of their negativity. Regardless of the outcome, if you have embodied what you stand for and have done your best to constructively handle the situation, then that is all anyone can ask: you have no control over their behavior; you can only control yourself. In essence, by behaving in this manner, you are saying no to unproductive behavior in a very powerful and effective way.