Page 165 - The Starbucks Experience

PRINCIPLE 4

Ideas to Sip On

othing in nature grows without facing limiting
Nforces.

• Embracing resistance involves a complex set of skills that
enable businesses and individuals to create business and
relationship opportunities when they are confronted with
criticism, skepticism, irritation, or wariness.
• To work with resistance effectively, you must distinguish
between people who want their concerns to be resolved
and those who simply like to complain.

• While it’s natural to avoid contact with detractors,
much can be gained by welcoming them into the early
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stages of problem-focused discussions.
• When the concerns of critics are allayed, those critics can
often become your most ardent supporters.

• It is essential to correct misinformation swiftly.

• When errors are made, it is important to take direct,
unequivocal responsibility and follow up with corrective
action.

• Embrace resistance—unless, of course, there are elephants
involved.