Etiquette for Aggravated People

When I am out, I like to look at faces. If I am using the drive-through at Starbucks, I try to look at the person serving me. I make eye contact and then I smile regardless of their facial expressions or body language.

It is a rare day when I smile at someone and they frown back. It just does not happen.

You can often read the mood of a person through their facial expressions. A sad person is not going to walk around with a smile anymore than a happy person goes from A-B with their shoulders slouched and head stooped. It would make no sense.

What happens when we approach someone who is aggravated? The wrong kind of smile could provoke them. Here are some simple yet very useful tips.

Use non-verbal communication to SOFTEN the hard-line position of others:

S = Smile
O = Open Posture
F = Forward Lean
T = Touch
E = Eye Contact
N = Nod 

Because we view complaints as acts of self-assertion rather than the requests for help they indeed are, we often fail to utilize the most effective tool we have for eliciting help in complaint situations.

An authentic smile conveys an implicit optimism

about getting the outcome we desire.

✔ Recognize destructive body signals in you

It is important to recognize destructive body language so that you can become aware of the messages you are broadcasting. Remember that your posture, gestures, and mannerisms can overpower the words you speak and influence people’s assessment of you.

✔ The first step in controlling your body language is awareness

✔ The second step is to control your emotions and feelings, especially your negative ones 

Body language plays a significant role in all aspects of work and business, as well as in relationships at home and in the community. Control your emotions and avoid those signals that can destroy the image of the person you want to become.

Until next time...place a smile on your dial and make it authentic.

Deborah