#26: Marilyn Suttle - Success in the Palm of your Hand
How do we do a better job handling it when we get flustered and defensive?
How do we give and receive criticism in a way the builds trust and encourages improvement?
What is the alternative to flight or fight that promotes cooperation and collaboration?
These and other critical question for success in business and in life are answered when customer service maven Marilyn Suttle joins the Rabbi and the Shrink.
0:50 Wellbeing and security are critical to a healthy work environment for workers and customers
Ethics creates a culture of trust, solid relationships, and loyalty
Raising trust increases expectations, which is a good thing
Develop the skill set to deal with difficult and unexpected situations
Different values and styles need to be accommodated
6:00 Learned behavior is not easily unlearned
How do we handle it better when we get flustered and defensive?
We’re 100% responsible for 50% of every relationship
We make assumptions about the facts, which may or may not be true
We make up stories that create feelings by exploiting our unmet expectations
What outcome do we really want?
Clear communication often defuses conflict before it happens.
13:00 When we get into fight or flight, our biology hijacks our thinking and decision making
The other option is a challenge response, which can focus and motivate us
Being honest make us vulnerable, which is frightening but creates the potential for closeness
17:30 It’s all in the palm of your hand:
First impressions -- eliminate the potential for annoyance
Manage high emotion moments
Marry yourself to your team and your customers
Measure and gauge -- feedback
21:15 Value their time and ask only for meaningful feedback and use it
How do you respond to criticism
Redirect attention toward the good to promote reframing
Take responsibility and show appreciation
27:00 Empower employees to address customer issues
Have someone to call to help you regain clarity
31:00 Different perspectives generate an ethical view
32:00 The word of the day: pithy
We don’t want to reduce all ideas to soundbites, but we do want to be concise so our ideas have impact
34:00 Happiness is a profound concept that come from being part of something important
36:00 Tailor your customer care according to the needs of each customer
37:00 Blaming, complaining, and making excuses are responses that will not lead to improvement
The difference between responding and reacting
Get comfortable with silence or pausing
Counting to 10 reboots your brain
Resist the pressure to fill empty space without thinking first
The benefit of one, two, and three second pauses
The pauses are the most essential part of the class
It takes stress to alleviate stress
46:00 The core of ethics is growing
If we aren’t experiencing growing pains, we aren’t really living.