I Am Required To Tell You
Think before you speak. There is a best way to deliver tough messages.
“I Am Required to Tell You!”
I remember years ago I was walking through the Magic Kingdom Park when I heard a Custodial Cast Member say to a guest, “Excuse me, sir, I am required to tell you that you cannot smoke here; but I will be happy to show you where our designated smoking areas are located.” The guest smiled and said, “Thank you”!
If he had said, “you can’t smoke here.” The guest would not have smiled.
This was a good lesson in that it is not usually what you say that gets you into trouble or annoys someone, it is usually the way you say it.
We all have unpleasant things that we have to say to people whether it is a customer or an employee. If we all could learn some techniques on what is the best way to say something, then we would be more inclined to follow through with our responsibility to do what we are supposed to do . . . and not avoid it . . . or put it off and leave it for someone else to do.
I think this is true in our business lives for sure, and I think that it would work a lot better in our personal lives as well.
I remember reading an article on safety a few years ago, and there was a quote that read, “There is a best way to land a 737 aircraft.” I think this article might have been about Southwest Airlines, which by the way has never had a crash.
I bet there is a best way to say things too,to people,so that they hear the message in a positive way and don’t get angry or defensive.
We all should learn to take the time to learn how to say things so that we get the outcome we are looking for.
I am required to tell you: this phrase really means, “It is my responsibility and my job to tell you what I am about to tell you.”
I am required to tell you . . . “that if you keep displaying that kind of attitude you will probably not have a successful career.”
I am required to tell you . . . “that if you keep coming in late you may lose your job.”
I am required to tell you. . . “that the way you spoke to that customer was inappropriate.”
I am required to tell you . . . “that you cannot stand in this location for the parade because . …… Let me show you where you can stand.”
I am required to tell you . . . “that if you continue to come back from breaks late, I will have to document this on your record card.”
Maybe you don’t need to say it this way. I am sure many of you have some great techniques that work with the way you communicate tough messages so that you achieve your goal of getting the person to happily do what you want them to do.
If any of you have any good techniques that have been successful at work or at home, send them to me and I will share them with the rest of you……Lee
2 Responses to “I Am Required To Tell You”
Leave a Reply
You must be logged in to post a comment.