“People won’t care how much you know until they know how much you care.” Theodore Roosevelt
In this profession, sometimes we are the instigator in making situations worse. Either it’s our ego, being stubborn, being impatient or just taking things personal and getting angry. However, most of the time, it’s our failure to validate. Validating when someone is angry, upset, sad or frustrated. Even with the challenging and sometimes frustrating clientele we deal with, if they are feeling a certain way, “they own that”. Don’t try to discard someone’s emotion or convince them they aren’t feeling that way, just validate it. It’s effective and shows the person you actually care and are trying to help.
There’s a simple saying that’s good to remember, “you get more bees with honey than you do with vinager”. So much truth to that.
I can’t tell you how many tense and potentially dangerous situations I’ve turned around by simply validating the way someone feels. Don’t make a situation worse if you don’t have to. Stay safe, stay legal and stay professional.