Monday, November 28, 2011
Being Deaf to Negativity
My Granddad encouraged me to read the classics of self-improvement during my teen years: Dale Carnegie, Norman Vincent Peale, etc. Somehow, Napoleon Hill was omitted from his roster. I'm finally reading (listening to) it for the first time now in the abridged version, although I'm liking it more than enough to go back for the five-volume work that was originally commissioned by Andrew Carnegie in 1925.
This greatly intrigued Hill, who admired the service rep's grace, charm, and patience. He sought out the manager and inquired about it. The manager explained that the service rep was stone cold deaf. She couldn't hear a word anyone was saying to her. The woman sitting behind her was taking notes on everything each patron was saying -- minus all of the invective and expletives. It was this note that the rep was using to guide the patron to a final resolution. Choosing a deaf person for the job was necessary, explained the manager. No one else could do it.
We all can benefit from more patience and willingness to hear the real story rather than the emotional obfuscation layered on top of it. I in particular need to take this lesson to heart, but perhaps it's something that all of us can keep in mind during the month ahead.