Who among us could say that he had never experienced a situation in which disgruntled, angry and frustrated with poor service received from a company (or many times by a public institution), for have been treated poorly by an employee on the phone and would have liked to face the perpetrator of the crime or the Director of the best taste in the mouth and the sweet taste of the sinister and insidious revenge?!
everyone at least once in your life happen to feel entitled to point fingers and scream their anger.
Yes, because it is human ... when you are in any situation is particularly unfortunate is easier to find a culprit, a scapegoat on which to vent ... and what do you do when you do not find it? Simple! You go looking!
All those who read the book Pennac "Mr. Malaussene" knows that the occupation of Benjamin (a character) is precisely that of: Scapegoating! At a department store. And his role is to "put down" the angry customers to take responsibility for any complaint.
But know that this job is no longer just fantasy! In fact been United is a professional in every respect.
Let me explain. Take the example of a department store. Many customers, many services now and in the absolute certainty that this mechanism is not great all the gears always work to perfection ... and then popped out dozens of customers for various reasons they feel betrayed and are unhappy, some of them angry to cry revenge! It will not stop in front of timid apology attractive girl dressed only in an information office scollatissimo dress style Christmas (we are in the holidays) with a lot of red hat and pompom Binche and fluffy at the top .... Imagine the scenario of war ... to the rhythm of a "me sorry very much "and" I'm sorry .. unfortunately I do not know how to help "the girl goes on for about an hour .. is now in a sweat, her cheeks flushing with embarrassment and makeup perfect until one hour before going to now give in to tears of despair as customers are imbufaliti knot in front of the reception. Some raise the tone, others speak aloud of "incompetence" or "rudeness" while others share their misfortunes fueling the minds so already overheated .. "She also gave the broken telephone?" "Stuff you would not believe," "I have also treated badly on the phone!" "Then do it with everyone! "" Call the Director! Write to the newspaper, "... and the director is there, hidden behind the Christmas tree full of balls at the entrance, looking terrified saloon scene, wiping the sweat from his forehead balding, knowing full well that if you do not do something will change soon in a scene from the gladiatorial arena with the poor girl is hired by a week as prey ... And the director in a panic thinking .. if he gets up and goes to the rescue of the poor used (which is on the brink of tears and pretends desperately trying to show the modules that you are working hard to help customers) then the ire of almost ex-customers catalyze on him, and after hearing the screams and insults of every single person for at least ten minutes each, will spend the evening, more than the closing time to try to fix and collect points for various complaints of unnecessary hours ... but it is December 22 and his wife has prepared the meat loaf tonight .. and then they planned to watch the movie rented for two days now ... how?!
And here it is .. as a super-hero with a white light behind the scapegoat. A person hired specifically for the employee to pretend to be a bit 'stupid and rude responsible for every single mistake that customers have had with the department store. The director makes its way through the crowd, approaches to clients, and after accepting all of them patiently in his office and listened to the complaints on the phone pretending to call the manager of this "terrible and unfortunate situation." The "fake" clerk in the office, the director scolds him harshly scolds him, humiliates him and even then ... the twist ... fired him! IN THE TRUNK! .. at this point is one extraordinary thing ... 99% of people who until a second before they were ready to kill ... suddenly diminish the problem! "But no .. never mind .. not fire him for so little ... .. it is not necessary .. after all, one thing is solved .. all in all I was also nervous and I have dealt with the evil Lord ... "ahhhhhhh ... the guilt ... that feeling extraordinarily powerful
... And remember well that it is a comedy played to perfection! The director feels free to say and do what he wants! So his "fake" your employee is hired to be fired with an average of ten times a day!
And what do we learn all this?
that learning to manage our emotions is essential. Often negative emotions take possession of us and make us say and do things that normally we would never. Darken our understanding, and stifle the tolerance. Think of those customers. They scream, yell, insult and doing so lose a lot of time! And then? When asked what gave them for hours .. flinch. This was because the anger talking, probably perfectly right, but still angry.
And what better way to handle negative emotions than to use the communication with ourselves?
"how can I do to fix this situation?", "How do I get what I want without wasting time?" Ask yourself the right questions!
and communicated better with others! Will certainly be available to help you!
"There are people who are totally" bad. " Give them the time and will show their hand best "Randy Pausch
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