Both my grandfathers served in the First World War. My mum’s dad (Pop) was an officer in India. Dad’s dad (Granddad) a private in the trenches in northern France.
As you can imagine Pop and Granddad had very different experiences and very different perspectives of the war.
They also both responded in very different ways. Whilst in India Pop kept a diary which included drawings to illustrate events, effectively creating an historical document (since donated to the Imperial War Museum).
Granddad, on the other hand, never ever talked about the war. He simply wanted to block out the horrors he’d witnesses and endured. And who could blame him.
Whatever your own perspective, in the workplace it’s always useful to consider things from other people’s perspectives. Whether that is getting commitment from team members, dealing with customers, or merely seeking ideas or solutions to problems.
Let’s look at a few examples:
1. The Angry Customer
When I’m coaching managers to get the best from their team or training staff in dealing with customer complaints encouraging them to see things from other people’s perspectives is such an important part of resolving difficult situations.
Let’s focus on an example of a customer who is extremely angry and (to our mind) unreasonable. This customer is important to you because she spends a lot of money with you, but every time she visits or calls you anticipate some kind of confrontation or anger on their part. This is upsetting to you and your team but because they are a valuable customer you feel you need to do something to improve the relationship.
What I hear is a raised voice, curtness, demands for attention. What I feel is nervousness for what’s going to come next, frustration at her for doing this, defensiveness towards my team. What I’m saying out loud is calm, polite, but what I’m saying inside is how I’m determined I am not to be insulted. What I believe is this person is rude, arrogant and ignorant and likes to get her own way.
As the customer I am stating what I want and the deadlines I need to meet. I hear someone who is meek and I’m not sure if they really understand my urgency and the pressure I’m under to get served quickly. I’m concerned that unless I make it very explicit I’m not going to get what I need, and I’m putting myself at risk of getting a hard time from my boss.
This second position (in this case getting into the customers shoes) helps create empathy and can give clues to a potential way forward. But although empathy will help it won’t necessarily lead to a solution both parties are happy with.
You both want the same thing – the customer getting what they need and going away happy
2. Poor Performance
When a team member isn’t acting appropriately or not doing what is asked of them. Imagine you’ve asked one of your team to carry out a refund for a customer. It’s a simple task, but when you check up on it later in the day you discover it’s not been done.
I’m irritated; I’ve given this person instructions on what’s needed. This is part of their job, and he should know what to do as he’s seen everyone else do it. If he doesn’t do it soon either the customer is going to get very irate, or someone else in the team will have to do it. I feel frustrated he’s not dealing with it, and appears to be putting it off.
Team members perspective
I’m confused. I’ve been asked to do this task (my old manager always processed refunds himself). Although I’ve seen others do it, I’m not really sure how to get the information I need. I was shown once but it was a while ago and I’ve forgotten all the details. I know it’s important for the customer to process these promptly, but also I’m nervous about getting it wrong. I’d ask for help, but everyone is really busy. I have 101 other things to do, so I’ll get on with those for now, and ask for help later.
You both want the same thing – the task done correctly
3. Making changes
When you need to get buy-in to a change, unless you consider others perspective you can find resistance to that change. Let’s imagine you are about to install a new system for taking bookings. You know it will mean fewer errors.
I’m relieved we are finally installing the new system as I know it will reduce errors such as double bookings or bookings left off the system altogether. It will streamline the process so making it easier for the team and reduce complaints from customers when there have been errors.
Do they think it’s our fault? We believe it won’t make much difference as people prefer the personal touch, and probably won’t use it. Also, for regulars we know their personal preferences so if it’s all automated, we’ll end up with our regular customers being unhappy with their room or table allocation. If they aren’t happy they’ll moan to us and it’s bound to have an impact on our tips.
You both want the same thing – happy customers (who tip well!).
4. Finding solutions
It doesn’t just help in negative situations, it can also help clarify the way forward, when for example when you are stuck for a solution or a way forward on something that affects others.
For example: you have peaks and troughs of activity so when you’re quiet team members are sometimes under-utilised and end up wasting time. But at others you are really busy and then have an issue with customers being kept waiting.
I’m frustrated I’m paying wages for people to hang around doing nothing. But I know I need to have people there as when we are busy.
Their perspective – person A
We have a lot of hanging around, which is boring, and it makes the day go so slowly. I don’t want to be doing this job for the rest of my life and would love to get involved with some of the things happening in other departments. Why can’t I spend the downtime helping in other departments, and they help us when we are busy?
Their perspective – person B
I don’t know why I have to rush to get here so early as all we do for the first hour is hang around. I’d love to spend an extra hour with the kids before I come in, and I’d happily make up extra time if needed when we are busy.
You all want the same thing – not to have to hang around doing nothing.
In each of these scenarios you can see that the other person isn’t wrong, they just have a different perspective of the situation. Even when YOU think their belief is wrong or unfounded something must have led to their perception; to them this is the reality. Even if you believe you need to change their perception you must first seek to understand what it is and what it’s based on, and show you understand their perspective.
Then take a step back from an onlookers perspective to look for the areas of commonality so you can find a solution; ideally a joint solution that satisfies you both.
Related posts: Perceptual PositionsShare This: