Diplomacy Always Trumps Rudeness

"Treat everyone with politeness, even those who are rude to you - not because they are nice, but because you are." -Unknown

After wrapping up my call with a bank representative she concluded with, "Thank you for being so nice." Her comment suggested she had encountered her share of impolite customers. You, too, may have experienced rudeness from clients, customer service representatives, co-workers, or even bosses.

Those who choose to be rude do so for any number of reasons including ranting and raving about a problem believing someone will be forced to resolve their issue.

If I Yell Loud Enough Someone Will Fix My Problem
Sometimes this approach may work, but at what cost? You may defame yourself or cause a company or an individual to avoid communication with you. In 2007, Sprint-Nextel terminated several customer relationships because they believed these customers had become too high maintenance. The company felt it had done everything it could to resolve calls from customers who were constantly disputing their bills. This does not mean the carrier’s response was justified. Yet, it shows being a squeaky wheel can generate the opposite response. Additionally, one can be a squeaky wheel without being rude.

Taking the High Road
When you are rude, one of the messages you send is that you do not respect that individual. Always be respectful of others. Wouldn’t you expect the same for yourself? You cannot expect to receive that which you are not willing to give. If rudeness gets the best of you, then apologize for your behavior. Imagine what that will do to resolve conflicts and improve relationships.

What are You Hiding?
Being rude may also suggest you have something to hide. During an Enron conference call a financial analyst stated, “You're the only financial institution that can't produce a balance sheet or cash flow statement with their earnings.” CEO Jeffrey Skilling reacted with this infamous remark, "Well, uh ... Thank you very much. We appreciate it ... a**hole!" Skilling’s rude reaction stemmed from the fact he had something to hide—Enron’s nonexistent earnings.

Diplomacy Trumps Rudeness
When you are diplomatic instead of rude, others will respond more favorably to you. After arriving at the airport a friend discovered her return flight had been delayed. Rather than make demands and get upset, she chose to adopt an attitude of "It is what it is." Do you know what happened next? In her words, "The ticket agent took the initiative, booked me on another flight that I didn't request, walked over to me and handed me new plane tickets!"

That’s diplomacy in action! When you trade rudeness for diplomacy you will create more positive relationships, position yourself as someone of character, and earn the respect of others.

What are some situations in which you have chosen diplomacy over rudeness?

Unleash your brilliance without boundaries,
Christine

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