Hostility and Resentment Have No Place in Business

by Kori Rodley Irons | More from this Blogger

11 Aug 2007 02:35 PM

I have written before about how I do think that there is room for emotions and practicality in our small businesses. After all, we are human beings and finding a balance between our hearts and our heads can make us very effective leaders and give us a vision that guides us as we build our businesses. BUT, I do think there are some emotions that really do not help our businesses and need to be dealt with and left out of our operations if we are to be successful. Hostility and resentment are two such emotions.

I live in a large enough city to have a very well-developed and efficient public transportation system. While I am not a master recycler or really hip on all the things I can do to combat global warming, my contribution is to use public transportation, bicycle or walk whenever possible. This means that I ride the buses quite often. It also gives me a up close opportunity to experience how people interact with each other. (I actually get many of my ideas for blogs and articles when I'm riding the bus--it's a treasure trove of every day human adventures!). Bus drivers as representatives of customer service often get a bad rap--the stereotype is that they are snarly, hostile, and nasty people who don't have customer service skills. Now, I don't think that is entirely true, there are some fabulous bus drivers with great people skills and I can tell you that you can FEEL the difference the minute you board their bus. The ride is generally pleasant, and I swear it seems to go faster, smoother, and stay on schedule.

However, step onto a bus that is being driven by someone seething with hostility and resentment--a driver who barely glances as you drop your token in or flash your bus pass; one who acts as though he or she has been asked to clean the bathrooms of every rider who's boarded; or one who literally drips negativity (I suppose the stereotype has to start somewhere and these people do exist) and the ride is likely to be a tense one, plagued with mishaps, detours and lateness.

I don't mean to suggest that a person should fake a sunny disposition when interacting with customers and clients, but neutrality is better than hostility in my book. At least the "do no harm" guideline can keep you from spreading your resentment and nastiness and will keep things on a professional level. If you are wrestling with hostility and resentment, it is best to take time out to deal with and let it go before you dump it on your customers and clients. If you do, it will not be a smooth ride.

Also: You Don't Have to Like Them To Do Business With Them--Or Do You?

Do You Always Have to Be Sweet and Nice?

Balancing Your Heart and Head

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