Have you ever thought about the words you choose when presented with a situation that you don't really care for? Have you thought about the emotions that you release? Oftentimes a problem is also an opportunity. Let me give you an example.
Say you are working on a project and the client calls and is very upset with something. Apparently, you had a mis-communication and had been moving forward on a project with different expectations and now your client is not pleased.
You have a few choices on how to respond:
- Problem Focus -- UG! We have a huge problem on our hands -- our day is ruined and we have this grump to deal with. How in the world did this happen? She really should have been more clear!
- Challenge Focus -- Ok, we certainly didn't see that coming. We have a bit of a mess, but we can get it cleaned up. What are our next actions to get us back on track?
- Opportunity Focus -- This is a great opportunity for us to show how quickly we can adjust. Yes, it's not ideal, but we can make this work. What are our next actions to get back on track? We're grateful that the client contacted us early, so that no further rework will be needed. How/When can we look at our communication/requirements processes to see where it could have been altered so that we can avoid this in the future?
All three responses are types of responses anyone could have.
Which one is the most empowering?
Which one serves this client and future clients better?
Which one would you naturally gravitate to?
What do you think? Please freely share your thoughts!