Lisbiz strategies: Fighting fiery situations with cool temperament

HomeColumnsLisbiz strategies: Fighting fiery situations with cool temperament

November 26/December 3, 2018: Volume 34, Issue 12

By Lisbeth Calandrino

The other night a friend and I were having dinner at a local restaurant. All of a sudden, I hear a male customer yelling at the top of his lungs: “I’ve been insulted by the waitress; I don‘t have to take this!” He kept at it as the waitress tried to calm him down, but nothing seemed to help. Then the owner came out and the argument continued. The customer’s wife began crying, and the man huffed off to his car. His crying wife got her meal to go.

Apparently, the customer was cleaning his teeth with dental floss right at the table, and the people at a nearby table complained. It seemed everyone was upset, including two waitresses and the owner. The more they tried to calm the customer, the more he yelled. Nothing was working.

I talked with the waitress. She said she told the customer he was upsetting the other people, and he needed to stop cleaning his teeth. This set him into a rage. Maybe he felt wronged and humiliated. Who knows? But wouldn’t it have been easier to move the complaining couple to a different part of the dining room?

Many people feel anger is dangerous, and if they confront it they will also be out of control. One of the conditioned responses is a feeling of fear, which often stems from having been around angry parents or other adults when we were children. This makes us believe confrontation is dangerous. The thinking goes: If I’m angry, I’ll lose control, just like my father and mother. Being exposed to this as a young child produces a conditioned response and feelings of fear when we’re around anger or confrontation.

Anger is tricky. How you feel about it has a lot to do with how you handle it. Do you want to go and hide? Do you start to sweat, get furious or ignore it?

When it comes to conflict resolution, sometimes the best solution is finding a way to de-escalate the problem by letting the aggrieved person have their say and empathize with them. The theory is people just want to be heard and acknowledged.

Situations such as these can be unpredictable, and you never know what will happen once you open your mouth. We live in a society where situations can quickly turn violent. Here’s my advice: Whenever possible, look for differences in opinions rather than who’s wrong and who’s right. If I had been sitting next to Mr. Floss, I think I would have just said I would like to move. My feeling is there was no reason to confront him or take sides. No matter how wrong the person is, taking sides only heats up the argument. The real problem started when the waitress told the man he was upsetting the other patrons. Other than bad manners, what was the man guilty of?

The moral of the story is, whatever happens, don’t take it personally. When you are trying to litigate a situation, taking sides will only exacerbate things. Show empathy to the injured party. This means understanding their feelings, although you might not agree with them. The waitress could have told the annoyed party that she understood this might be upsetting, and she would be happy to move them. Instead, the waitress summoned both the boss and the owner and confronted Mr. Floss.

When dealing with angry customers in your business—and hopefully that’s the exception rather than the rule—it’s best to focus less energy on who’s right and wrong and more attention on putting out the fire to begin with. Remember—there’s always another way.

Must Read

Mannington hires award-winning carpet designer

Salem, N.J.—Mannington has appointed Jeanette Himes as manager of residential carpet design. With her extensive experience in carpet design, Himes is set to bring a...

Underlayment: Padding products tout form and function

Underlayment is a crucial part of the flooring installation process. Its benefits include sound absorption, moisture protection, substrate leveling and more.  Choosing the right underlayment...

Southwind names Jim Mahaffey divisional VP

Dalton, Ga.—Jim Mahaffey has been chosen to be the divisional vice president for Southwind's Northeast region of the sales team. Mahaffey joins Southwind after...

Aladdin Commercial unveils new Main Street collections

Calhoun, Ga.—Aladdin Commercial has unveiled new and refreshed Main Street collections designed to complement every setting with a mix of fresh style and long-lasting...

Coverings 2024 and Earth Day activities

Atlanta—Coverings, North America’s largest and preeminent international tile and stone exhibition and conference, has released a curated selection of sustainability-centric show activities to commemorate...

Cali launches new Mavericks laminate collection

San Diego, Calif.—Cali has introduced Laminate Mavericks. Named after the Northern California surf spot known for its massive waves, this new NALFA-certified collection offers...

As seen in

Volume 34, Issue 12

DOWNLOAD
Some text some message..
X