Page 98 - The Voice of Authority

talking with her politely but dishonestly about it when she
came in?
The office manager asked the doctor, “Can we fire this
customer?” She replayed the conversations rumbling
through the office, scene after scene of prior visits, until
the vet okayed her plan. The office manager phoned Mrs.
Dimitri and told her she’d be happy to have a copy of all
her pets’ records ready for her when she stopped by, but
suggested she look for care at another clinic, “where they
could offer the kind of pet care” she wanted.
“Absolutely not,” Mrs. Dimitri insisted. “I love coming
to your clinic—you provide excellent care.”
From that day forward, she and the office manager be-
gan to have straightforward, honest dialogue when the cus-
tomer discovered things weren’t done as she expected
them.

Decide to Be Direct Rather Than
Play Dodge Ball

Difficult conversation stalls for many reasons: defensiveness,
emotional immaturity, poor performance, fear of losing star
performers, fear of admitting personal mistakes, disgruntled
customers. Honest conversation leads to respect, accounta-
bility, change, and results.
Kind people sometimes confuse circuitous conversa-
tions with courtesy.
But direct language doesn’t necessarily mean blunt, brash,
or harsh. Clear can be cour-
teous and respectful. Direct
communication embraces Kind people sometimes
rather than evades the truth, confuse circuitous con-
involves clear words, and fo- versations with courtesy.
cuses on the facts.

86 The Voice of Authority