Sharing Mindsets by Joy Rosser & Anthony Barber

Author:Joy Rosser & Anthony Barber
Language: eng
Format: epub
ISBN: 9781475840636
Publisher: Rowman & Littlefield Publishers
Published: 2019-12-17T00:00:00+00:00

Similar to Denis’s training with “act as if,” our ability to see a person’s heart past their actions is essential to stimulating growth. All too often, it is easy to dismiss people and the opportunities for genuine relationships with them because of something they did (or were rumored to have done). We need to remind ourselves that an action does not define a person. In other words, just because someone did something positive does not necessarily make him or her a good person. Conversely, if someone has made a mistake, it does not mean that he or she is wicked. Being able to separate one’s actions with one’s persona is critical in cultivating sustainable relationships.

Denis discussed his company and how he tries to instill a sense of personal connection with people in the hopes of breaking down the distance that too often can grow between people without communication and caring. As we do, Denis believes that “we have to look and say, ‘What do I like about this person?’ And we have to find it! Then, we need to focus on that (trait). If we can find that one point that we really like about a person and focus on it, that (allows for more opportunities and traits to like about him/her.) But not always easy.”

We know! In schools, countless parent conferences are sounding boards for frustrated families, searching for answers to questions they have yet to discover about their child. These conversations can sometimes become passionate, and people can become upset with us or situations that are beyond our control.

In these tense moments, Denis’s strategy of “finding one thing” can really work wonders. Our engaged listening, along with our ability to find the one common thread, can often be the difference between locating a solution or not.

In Denis’s world, the job is literally “to keep the lights on.” How many of us, during a power outage, have called our local company, had someone on the phone, and sadly let them have it for a situation that is no fault of theirs?

At Exelon, customer service agents are trained in active listening. They are skilled at being able to stay calm and truly digest the issues that people are facing in their daily lives. And even if they cannot fix the problem, they can and do provide caring service to their clients. Mainly because they do not see them as clients, but friends who need their assistance. We all need to convey genuine care and concern to enhance relationships, even when the initial phase of the relationship may be difficult. For example, think about the following scenario:

One Thursday afternoon, Jessica’s mom received a phone call from her math teacher. Over the course of the call, it became apparent that Jessica was failing math and not completing her homework. Despite efforts on behalf of the teacher to provide additional academic help, Jessica had shut down and refused to dig her way out.

Naturally, that evening, Jessica’s parents set time aside to get her to open up about the struggles in math class.

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