There’s an old saying within the Cabin Crew World that goes like this:
“Behaviour Breeds Behaviour” and I’m not really sure where it came from so I thought I’d have a deeper look at it for my own amusement.
I guess if we consider the blueprint of behaviour then of course two people or more in a dialogue must influence the others by their behaviour. The way people rect to our behaviour will depend therefore on their state, physiology and map of the world.
Check out Shelle’s “The Customer is bothering me”.
Diane’s work on not getting on with somebody.
Disassociation and dissociation.
10 questions may help.
Displayed behaviour: aggression , negativity, feeling disrespected and belittled if we slip into a defensive approach.
What to be aware of: your own state and posture. Your initial reaction. Your outcome. To be dissociated from your emotions will help to keep calm. This will send signals that you are a leader and can actually help out here. Be aware of the big picture time wise and how this episode fits into the big scheme of things.
What to avoid : sounding patronising, being defensive and trying to explain the situation which come as a knee jerk reaction by most folk who care about what they are doing. These customers seem to hit our hotspots which automatically generates a defensive response. Suggesting that they “keep calm” which will possibly exacerbate the situation.
What the customer needs: To feel validated and listened to. To be heard out and to feel that their pain has been has been acknowledged.
How to behave : be compassionate for a few minutes which will calm them down.
Where are you from?
How long have you been “x” ?