Don't Say These Words

Many years ago while working with a small manufacturing company we would direct customers with technical issues directly to the technician in charge of building that product to troubleshoot why the product was malfunctioning. The technician was skilled at the proper operation of the product but was lacking in customer diplomacy. On one occasion, I received a call from an angry customer who had just encountered this prideful and over zealous technician. As the customer explained exactly how the product was malfunctioning, the technician advised, "That can't happen!" The customer went on to explain with added expletives that he was watching the product malfunction at that very moment. I learned many years ago, that if you want to achieve diplomacy with anyone, never tell him or her they are wrong. Dale Carnegie covers this point thoroughly in How To Win Friends and Influence People. Here are the first three principles from Part Three: How to Win People to Your Way of Thinking: 1. The only way to get the best of an argument is to avoid it. 2. Show respect for the other person's opinions. Never say, "You're wrong." 3. If you are wrong, admit it quickly and emphatically. Jesus said two thousand years ago in Matthew 5:25A, "Settle matters quickly with your adversary." If you want to feed your ego by being right, then go ahead and argue, however, you can diffuse an angry person by allowing them the opportunity to speak their mind. When they feel they have been heard, they will be open to other possibilities. Have a great week! Pierce