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July 30, 2009
Quote of the Day (on conflict resolution)
I found this great quote in an interesting article called "Everything Professor Gates and Sergeant Crowley Needed to Know, I Learned at a Montessori School" by Jehmu Greene:
"A person's ability to solve problems in the midst of a heated situation is directly related to the number of possible solutions he can think of in that moment."
Exactly! I have been saying that for years. I first started thinking about it when I was managing a customer service department. I noticed that the key to dealing with an irate customer is not to let the person's anger trigger your fight-or-flight response.
That's no easy feat. It's a natural response to fell threatened when someone is attacking you. And, yes, yelling and blaming constitutes an attack.
Problem is that the fight-or-flight response is the antithesis of the calm, free-wheeling thinking that is most conducive to problem-solving. Once Fight-or-Flight has been triggered, the brain is limited to binary thinking and just those options: fight or flight. Neither of which is particularly good at resolving conflicts.
Posted by Selena at July 30, 2009 09:25 AM