Management tips: Front office intelligence and ...

Dr. K. Kuhathasan, CEO, Cenlead

Continued from yesterday

12. Tame your anger

Anger is a very powerful emotion and generator of negative energy. Angry people cause hurt and get hurt. Keep cool. All of us not only have heads, but brains as well.

Therefore, when confronted with friction, it is wise not to react impulsively but to use our brains and tackle the situation in an atmosphere of calmness. A furious display of uncontrolled feelings can cause serious damage. Anger is an acid that can do more harm.

13. Choose your words carefully

Be tactful. Tact consists of choosing one’s words carefully and appreciating how far to go. It also means choosing what to say and what to leave unsaid. Talent without tact may not always be desirable.

Words reflect attitude. Words can hurt feelings and destroy relationships. More people have been hurt by an improper choice of words than by any other factor. Choose what you say rather than say what you choose.

Over talking does not mean communication. Talk less; say more.

14. Be grateful but do not expect gratitude

Gratitude is a feeling. It improves our personality and builds character. Gratitude develops out of humility. It is a feeling of thankfulness towards others.

It is conveyed through our attitude towards others and reflects in our behaviour. Gratitude does not mean reciprocating good deeds because gratitude does not mean reciprocating good because gratitude is not give and take. A good deed cannot be repaid by a counter act.

Things such as kindness, understanding, and patience cannot be repaid. What does gratitude teach us? It really teaches us the art of cooperation and understanding. Gratitude must be sincere. A simple ‘thank-you’ can be gracious.

Gratitude would rank among the top qualities that form the character and personality of front line personnel. Ego stands in the way of showing gratitude. A gracious attitude changes our outlook in life. With gratitude and humility, right actions come naturally.

15. Trust

All relationships are trust relationships, such as employer/employee, buyer/seller, customer/salesperson. How can we have trust without integrity? Crisis in trust really means crisis in truth. Trust results from being trustworthy.

What are the factors that build trust?

* Reliability - gives predictability and comes from commitment.

* Consistency - builds confidence.

* Respect - to self and others. Gives dignity and shows a caring attitude.

* Fairness - appeals to justice and integrity.

* Openness - shows two-way traffic.

* Congruence - action and words harmonise. If a person says one thing and behaves differently, how can you trust that person?

16. Pleasantries

Pleasantries such as ‘Good morning’, ‘Good day’, ‘Good afternoon’, ‘Good evening’ and ‘Good night’ must be exchanged very often in the front office. A salesman acquires this skills before he learns about the product he has to sell.

Concluded