I saw this sign posted in the employee area of a client. Honestly, this is the first time that I recall seeing or hearing this quote. Although the quote was most likely inspired for personal relationships, I was impressed to see this sign posted in a retail store.
I talked with a few colleagues about the quote and there was a consensus that, although optimistic, the 90% number seemed a little high. I countered that even if the number was 50% it was still dramatic. I asked myself if I could reduce the volume of conflict in my life by 50% by just monitorig and adjusting the tone of my voice would it be worth it? I said aloud “I’ll take those odds.”
For example, I took a pool sample to the pool store (a weekly errand during the summer.) At the pool store the analyze the sample and have chemicals there you can purchase if there is a level that is low or high. The rep was testing ym sample and looked at me and said “What do you have your chlorine set at?” I thought to myself that this was such a poor way of asking a customer a question. Maybe it would be better to state along the lines “Your chlorine seems pretty low, what is it set at?” Not much of a difference in number of words but I believe a huge difference in tone.
I have decided to incoroporate a greater awareness in my tone when talking with customers and colleagues. After listening fully, paying attention to what I say and how I say it. If pausing to listen and pausing again to concentrate on my tone can reduce conflict even by 50% I am all for it.
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