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The Safety Valve in Handling Complaints
2011-01-25
The
safety valve in handling not only complaints but people is to allow
others to talk themselves out! They know more about their situation
than you do. So ask questions and let them tell you a thing or two. If
you disagree, do not interrupt as it is dangerous. They will not listen
to you, at all, since they still have their own ideas crying out for
expression. Encourage them to express their ideas fully.
Does
this policy pay off in business? You bet! Carnegie gives an example in
which he lost his voice and could not speak during an important
meeting. The client's CEO spoke for him, taking his position, and
Carnegie just gave smiles and nods. In the end, Carnegie's silence and
listening were rewarded after a lively discussion as the company awarded
the contract to him. What Carnegie discovered while listening was that
he had the incorrect proposition / proposal and would have lost the
contract. However, because he was silent while the CEO and staff debated
the fine points they talked themselves into the contract.
Successful
people like to reminisce about their past struggles that made him into
the success they are today. Even our friends would rather talk about
their achievements rather than listen to others boast. There is an adage
by a French philosopher that if you want enemies, excel your friends;
if you want friends, let your friends excel you. This is true because
when friends excel you they feel important. But when we excel them they
feel inferior and envious, at least to some extent.
