How do you react when a co-worker disagrees with you? How do you address a lengthy email with a long list of unrealistic demands? How do you approach a customer who appears to be upset or angry?
Communication is part of every job and every relationship. The process of communication is complex yet occurs in a split second or the moment a person decides to send a message – whether verbally or in writing. We all have natural reactions to circumstances and other people, but do those reactions produce the best response?
The answer is that our gut reactions or initial replies and responses do not always address situations or other people in the most appropriate manner possible, especially when strong emotional reactions are felt, which means the underlying issue or...Continue reading »