Jul 14, 2022
Archive Episode #26 Marilyn Suttle - Success in the Palm of your Hand
*How do we do a better job handling it when we get flustered and defensive?
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*How do we give and receive criticism in a way the builds trust and encourages improvement?
What is the alternative to flight or fight that promotes cooperation and collaboration?
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*These and other critical question for success in business and in life are answered when customer service maven Marilyn Suttle joins the Rabbi and the Shrink.
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https://www.linkedin.com/in/marilynsuttle/
https://marilynsuttle.com/
*0:50 Wellbeing and security are critical to a healthy work environment for workers and customers
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*Ethics creates a culture of trust, solid relationships, and loyalty
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*Raising trust increases expectations, which is a good thing
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*Develop the skill set to deal with difficult and unexpected situations
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*Different values and styles need to be accommodated
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*6:00 Learned behavior is not easily unlearned
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*How do we handle it better when we get flustered and defensive?
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*We’re 100% responsible for 50% of every relationship
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*We make assumptions about the facts, which may or may not be true
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*We make up stories that create feelings by exploiting our unmet expectations
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*What outcome do we really want?
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*Clear communication often defuses conflict before it happens.
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*13:00 When we get into fight or flight, our biology hijacks our thinking and decision making
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*The other option is a challenge response, which can focus and motivate us
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*Being honest make us vulnerable, which is frightening but creates the potential for closeness
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*17:30 It’s all in the palm of your hand:
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*First impressions -- eliminate the potential for annoyance
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*Last impression
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*Manage high emotion moments
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*Marry yourself to your team and your customers
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*Measure and gauge -- feedback
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*21:15 Value their time and ask only for meaningful feedback and use it
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*How do you respond to criticism
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*Redirect attention toward the good to promote reframing
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*Take responsibility and show appreciation
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*27:00 Empower employees to address customer issues
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*Have someone to call to help you regain clarity
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*31:00 Different perspectives generate an ethical view
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*32:00 The word of the day: pithy
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*We don’t want to reduce all ideas to soundbites, but we do want to be concise so our ideas have impact
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*34:00 Happiness is a profound concept that come from being part of something important
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*36:00 Tailor your customer care according to the needs of each customer
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*37:00 Blaming, complaining, and making excuses are responses that will not lead to improvement
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*The difference between responding and reacting
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*Get comfortable with silence or pausing
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*Counting to 10 reboots your brain
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*Resist the pressure to fill empty space without thinking first
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*The benefit of one, two, and three second pauses
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*The pauses are the most essential part of the class
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*It takes stress to allev*