From the course: Empathy in Business: Design for Success
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How to win friends and influence people
From the course: Empathy in Business: Design for Success
How to win friends and influence people
- This may sound silly or irrelevant, but as a lark the next time you have a complaint with your phone company or cable company or printer or programmer, try being incredibly kind to the person on the phone. I know your instinct is to let them have it. All the anger you have about a million things can go into letting them have it. The problem with that is that you won't get what you want. So try being nice instead. Pretend it's like an improv game you're playing, talk to them like they're a friend, rather than the perceived enemy. Tell them how much you appreciate them trying to solve your issue. By treating them with respect, they'll try to live up to your idea of who they are, which is someone who can solve a problem for you. I can almost guarantee they'll go above and beyond to make sure the call ends with the same respect as it began. This is one of the many useful lessons in how to win friends and influence people…
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