How to be viewed as a hero

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I once attended a veterinary conference that I was also speaking at. One of the speakers was a practicing veterinarian who gave this advice:

If you want to be viewed as an incompetent, say this to the pet owner:

“I’m sorry but we’ve given Fifi every kind of medicine and treatment we have and she’s still not getting better. You should probably prepare for the worst.”

If you want to be a hero in exactly the same scenario, start with this instead:

“I’m very concerned about Fifi.”

Instantly you go from being the incompetent to being a caring medical professional.

How does this apply to you?

To a customer: “I’m very concerned about your shipment arrival time…”

To a parent of a struggling student: “I’m very concerned about little Billy in math class”

To an underperforming team member: “I’m very concerned about you and your role right now”

Concern shows care. There’s no anger involved, just a sincere wish for the concerns to be addressed for everyone’s good.

Next time you have any bad news to deliver, start with, “I feel concerned…” and see better results.

Getting ahead is about getting started.

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Written by Trevor Throness
Trevor is a veteran coach, keynote speaker, and the author of the book “The Power of People Skills” released by Career Press NY in 2017. He’s also written for or been featured in places like Forbes, Inc, The NY Post, The Globe and Mail, Entrepreneur, CEO Magazine, and numerous podcasts and interviews.

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We have locations around BC and Alberta, so getting people on the same page can be very difficult... Until now. Our entire management team and location managers take the same great courses and then meet monthly online with our coach to apply it to our situation. People are engaged, the courses are excellent, we love our coach, and we are all learning together!
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