To Let Go or Not Let Go of a Relationship?

A reader writes in: "I have cut a sibling out of my life. How can I come to a resolution that I accept and feel good about without having to deal with that other person?" Perspective is the answer. Some people come into our life for a reason and some for a season. No relationship is really forever. Some relationships are not worth the time and energy they take from you and leaving is a valid choice.

On the other hand if you are not feeling good about this rift in your family, maybe there is a part of you that would rather have it another way. If you look at the bigger picture of the world in conflict, of countries threatening each other, of one group mortally hating another group, it really comes down to the same principles that happen between individuals. When people feel a need to be right that they are wronged, it perpetuates conflict. Peace as a collective begins with peace as individuals and each one of us counts.

Having the ability to make peace is a great skill to have as a conscious communicator. The ability to get past differences and polarization will serve you in many interactions. This situation can be an opportunity to develop your communication muscles in that regard.

Writing a Kick Butt Letter to a Company that Wronged You as a Customer

Today, a woman came up to me after a Love Thy Customer program to tell me her customer dis-service horror story. Without going into too many details, it was over a $79 chair at a furniture store (where she already spent thousands) and thee company's unwillingness to have the chair moved from the warehouse to the store so she could pick it up. Although she subsequently stopped doing business with them, went on to spend thousands at a competitor's store, and of course told over 100 people, she wanted to know how she could have communicated more effectively to get satisfaction from them. If you have been wronged as a customer and you want to make it right, then this post is for you. I have developed a formula to write a letter as a customer that will get results. The first time I used it, I not only got a 90 day warranty on a set of speakers turned into a 5 year warranty, but I got a policy change that gave every owner of those speakers a 2 year warranty. Most recently I had the president of DirecTv respond to me in 17 minutes and my issue, which was a month old, was resolved in 12 hours in a way much greater than my expectations. I have recorded the strategy as a podcast. Hearing it will be the quickest way for you to get it. After you listen you can write me and I'll send you a written summary. The podcast is 28 minutes in length. http://rickbrinkman.com/podcasts

The Whine-Up and the Pitch

The following is from an email I received today and is a terrific example of harnessing whining for the greater good. When people whine they are feeling helpless. To make matters worse when people whine they do it in large generalizations; "everything is wrong, nothing is right." But specifics of a problem are the first requirement for problem solving. In the following example the new director empowered his staff by giving them a way to no longer be helpless and instead facilitate change. Thank you David for sharing this. THE EMAIL:

This is about a person nobody could stand, and what he did about us whiners.

A new director took over at an organization's summer camp, after 7 years of terrific camp growth and success under the previous director. During the winter there had been griping and outright rebellion over some new personnel policies and practices the new guy wanted, and in most cases succeeded in putting in place. (He was a Tank that attacked our roles in our beloved camp.)

Call that "The Whine-Up." Now the pitch.

At the first full staff meeting at camp before the campers arrived, he announced firmly:

"If I find out any of you have been complaining to each other, I will fire you on the spot. However, if you come to me with your complaints, I will thank you. Complaining to each other accomplishes nothing. Complain to me, and we can improve things."

Of course he was exaggerating in every way, but he did set a tone of care and interest that lasted. He went from being a person nobody could stand to being a person we would try to cooperate with.

Facts: Time: June 1969 Place: Camp Yavneh, Northwood NH New Director: Abe Yanover -- Thank you, David A. Kra

Which Behavior is Most Difficult?

I am often asked by people and reporters which behaviors are the most difficult to deal with. And the answer is, drum roll please: difficulty is in the eye of the beholder. If you don’t know how to handle a behavior, it will be challenging for you. For someone else, the same behavior that gives you problems wouldn’t even show up as a blip on his or her radar. I remember doing a seminar for a company and 74 out of 75 people were there to learn how to deal with one “tank” vice president. However, the 75^th person stood up and she said, “I don’t see what the problem is you people have with him. He’s a no brainer to deal with.” She was wired differently, she had the right attitude, and knew the right things to do to deal with his behavior so she didn’t perceive him as difficult.

Now here’s where being a Conscious Communicator comes in. If you know people who have what you want, ask,” How do you do it?” Find out two things. First, what they do behaviorally; how do they act, what do they say, how do they say it, etc. Second, what’s going on in their head; how they view the situation, how they feel, what do they tell themselves? Then plant seeds of success by imagining having that attitude and behavioral set with your problem person.

Timing is Everything

Everyone thought the boss was completely closed to new ideas; except for my friend Stan, who figured him out. Stan noticed that time of day, blood sugar and current events were critical factors in his boss’ openness to new ideas. If certain events were not happening in the office, and his boss was approached in the late morning, at the right point of his sugar curve, he would listen to anything and he would not only understand, but likely implement it.It’s easy to decide that a person is a certain way, and then generalize that he’s always that way, and thus, that’s all we notice. When Stan stopped generalizing about his boss, he was free to think about him in a different way. He started paying closer attention to the when, where, and what of each communication. He learned that people’s behavior changes depending on the circumstances.

This week, try this experiment with your “problem person”, stop generalizing, be open to the possibility of change and pay attention to the circumstances. You’ll probably notice that timing is everything.

Chronic Negativity

A reader writes: Hey Dr. Rick–I appreciate all of your suggestions on dealing with people you don’t like (but are stuck with :) What does one do with someone who simply likes to complain about how life has basically ended up the way it has for her?

This is a classic case of chronic negativity with a secondary whining infection. It could be terminal. You’re going to have to ultimately save yourself. Staying and suffering with her is not an option. It will rob you of energy and only give her someone to whom she will complain even more.

You will need to draw a line. Tell her you like her, you want to support her, but you are not going to listen to how bad things are. If she wants to complain or be negative, that’s her choice but you won’t be around for the ride. If you hold that line, she may be inclined to talk about something that is not complaining or negative. Thank her and appreciate her when she does.

There is so much more to say on this subject that your question inspired a podcast and there is also a previous one that focuses on this behavior from a different angle. Visit http://www.rickbrinkman.com/podcasts

You Make a Difference

Recently, I had a friend say, I’ve given up on setting an example. I say, it’s not possible to give up setting an example. You affect countless people around you with your communication. You send out ripples in all directions that influence others in either a positive way or stress them in a negative way. They of course pass it on to everyone they meet, and so on, until after 6 rounds it all somehow comes down to Kevin Bacon. ;-)

Being a Conscious Communicator and setting an example of good communication will bring out the best in those around you and make a big difference in the world.