Whatever happened to bravery?
When considering the concept of bravery, images that often come to mind are icons of history and Hollywood. What we don’t usually think of, are our daily communications with co-workers and customers. Yet, in today’s work world our courage is often tested. Consider for example, the times when you need to give a customer bad news or apologize for a mistake. If we are afraid of possible conflict, we will opt to communicate by text, email, or letter. Unfortunately, according recent research at University of Wisconsin-Madison, written communications have virtually no impact on reducing the stress of the recipient, when compared with hearing the sound of your voice; in person, or even over the phone. Bottom line, sometimes it takes courage (and maturity) to pick up the phone. Still, it’s the right thing to do.
Two wrongs don’t make a right, but three rights make a left.
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Jeff Mowatt is a customer service strategist, award-winning speaker, and best-selling author. To inquire about engaging Jeff for your team visit www.JeffMowatt.com