My nephew Scott Garvie, a Wellington plumber (see Scotty’s Potties), volunteered to work for a week in earthquake-stricken Christchurch. He discovered that people needed to talk even more than they needed their plumbing fixed — and listening became harder than fixing their toilets! My own experience of talking on the phone with friends from Christchurch confirms this. People who have gone through severe shocks, like the earthquake, desperately want to talk about their experiences.
This makes being a good listener so important.
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Topics: Emotion, Upset People, Distress, Grief, Listening, Natural Disaster, Reactions
People need to be heard. The protests in Egypt show that if people are not acknowledged they will keep on expressing themselves until they are heard.
President Mubarak has not been listening. He comes up with all kinds of excuses as to why he shouldn’t step down as President of Egypt. Because he isn’t listening the people shout louder and more of them join the protest.
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Topics: Upset People, Difficult Conversations, Listening
Excellent service requires excellent communication
Posted by
John Faisandier on Mar 21, 2014 12:53:22 PM
I was staying in a hotel recently and rang down to the restaurant to order a meal which I said I would come down to eat immediately as I was going out shortly.
I ended up waiting nearly 30 minutes for my meal. The staff, who I see regularly, were all very friendly and nice but they somehow didn’t take me seriously that I wanted my meal in a hurry.
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Topics: customer service, Upset People, Difficult Conversations
The saga with JetStar, the new budget airline operating in New Zealand continues. Over the weekend a number of passengers were turned away from the check-in counter because they arrived less the 30 minutes before take-off. Some who were shut out said they arrived earlier but the queues were too slow.
JetStar want to set their rules very clearly. They want people to know that this 30 minute cut-off time is absolute. This is their right and it’s probably a good way to run a budget airline.
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Topics: customer service, Angry, Upset People, Upset Staff, Difficult customers, Jetstar
What would Alan Duff say about this.
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Topics: Angry, Upset People, Aggressive, Alan Duff, John Carter, John Key, Perspective
Alan Duff reappeared in court in Taupo last week and was acquitted of charges against him. He allegedly shouted in the face of a policewoman who stopped him for speeding and then tried to handcuff him. Duff told 3News he was angry with the policewoman. “I was angry but my lawyer did point out that a senior judge said that the right to speak inoffensively is no right at all. In other words, we are allowed to show emotion and everything else”
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Topics: Angry, Blog, Upset People, Aggressive, Alan Duff, Law
Alan Duff does a “rant”. He claims to the judge in the Taupo court that this is not aggressive. It is just a rant. The policewoman involved in issuing him the speeding ticket certainly thought he was aggressive.
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Topics: Angry, Upset People, Aggressive, Alan Duff, Law, Rant, Uncategorized