To tell someone they're wrong, first tell them how they're right

Re:To tell someone they're wrong, first tell them how they'r... by dredmorbius on Tuesday September 13, 2016 @02:36AM (#12486030)

The simpering sympathising and apologising thing can go much too far as well. My reaction to that is "stop apologising and fix the damned problem".

Experience teaches that it's almost always a sign of someone who's not empowered, or worse, not capable, of actually improving the situation. At worst their role is to actively impede the process, a circumstance far too frequently encountered.

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Re:To tell someone they're wrong, first tell them how they'r... by bonoboTP on Tuesday September 13, 2016 @04:13AM (#12486378)

If you watch the video in GP, he talks about situations where he can't or doesn't want to fix anything. For example there's nothing to fix when customers send out spam, it's the customer who has to change their behavior. And people don't like being told that they are at fault. So the point is about how to ease them into understanding that without becoming angry at the company.

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Re:To tell someone they're wrong, first tell them how they'r... by AstralStorm on Tuesday September 13, 2016 @01:18PM (#12490323)

Of course, he is dead wrong about nothing to do. He just does not want to inconvenience his own customers.

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