You have got to be kidding, I thought. I was on a plane that had left Chicago one hour late because catering forgot to stock the plane, and then there was turbulence so there was no service. We were getting close to landing and the entire plane was agitated…all those missed connections. The pilot gets on the intercom and everyone is silent in anticipation. And he says something to the effect of…weather in Charlotte is beautiful, a little overcast. Then we wait and he says, there will be some bumps as we land. Not one word about missed connections or apologies. I am speechless. And we land and we are welcomed to Charlotte, not one word about missed connections.
If there is an elephant in the room, or on the plane, we need to address it immediately, because it’s always what everyone is thinking anyway. Yes, the pilot should have immediately after take off apologized for the unexpected delay, told his passengers he would do everything possible to make up time, and when he anticipated landing, barring other challenges. That is common sense and common courtesy.
As I’m teaching a class this week, one of the topics that keeps coming up is how to handle conflict and disagreements and difficult clients/colleagues, and most of the time it starts with clear conversation about the topic at hand. Rather than wait a day or week to talk about the challenge, address it the same day, if possible.
We can say things like, “I know we’re both concerned with…” or “Would you be open to hear my thoughts on…” or even “Let’s talk about the mistake that was made, and look for some ways to move forward and get this resolved.”
We can’t dictate how others act or respond, but when we’re faced with a problem that is evident, bring it up immediately in a straightforward and respectful way. It’s not necessarily easy or pleasant, but it typically saves a great deal of future frustration and aggravation, and often gets resolution.
“Using your voice in ways that might initially scare you, can be an architect of change.” – Maria Shriver
