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Re: _WE_ have a problem
Murphy Peter (MurphyP@TCE.COM)
Wed, 18 Nov 1998 07:35:14 -0500
> > From: CHUCK BRAMLET <chuckb@AZTEC.ASU.EDU>
> > Date: Tuesday, November 17, 1998 2:03 PM
>
> > He said that he had been a subscriber for about 5 years, but had only
> > posted 5 times. And _each_ time, he was flamed. He now refuses to
> > post. From things said on the list over the last several years, this
> > is an ongoing problem.
>
Over the years I have posted several times. Depending on the topic, I
sometimes
receive passionate disagreements. I do not recall any of those as being
flames.
On reflection, after receiving these replies, I realize that my original
posting may
have been insensitive or over the top. If someone feels they get flamed
_each_
time they post, then maybe they should reflect on the tone of their
postings. For
the tone of our postings will influence the tone of the responses.
But Chuck Bramlet is right, _WE_ have a problem. From my past experience of
working in customer service fields, I always told my employees that if the
customer
_perceives_ a problem, even if that problem is the result of a
misperception, then
_WE_ have a problem and _WE_ must fix it.
It's natural for people to become defensive when someone disagrees or offers
a
criticism. All of us parents of teenagers should know that. ;-) It's even
worse when we
communicate those disagreements and criticisms over this faceless and curt
medium.
Our e-mails naturally sound more harsh than intended. Written words,
stripped of
gestures, facial expressions, body language, and voice inflections, will
come across
differently than if we said the same things in person. Each of us should
keep that in
mind when forming our postings and responses.
YiS
Peter Murphy
murphyp@tce.com
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