Self-Management is Critical for Handling Problems
Posted Under: Manage Emotions / Increase Emotional Intelligence
A staff member doesn’t handle a problem with a customer well, and you, as the manager, are upset. You think to yourself, “Why on earth would he do such a thing? Doesn’t he know better? He should know that’s not how to deal with a customer!”
Your young child is playing upstairs. You decide to go and check on her and discover that she’s been drawing on the wall. “Look at my beautiful picture!” this small face smiles up to you. You, of course, are enraged and think before responding, “Haven’t I taught her not to draw on the wall? Doesn’t she know better?”
There are probably thousands of examples of these moments, moments when you think “What would make someone do that?” It is at this very moment when we reach a fork in the road and quite often, we get stuck. The stuck point is the assumption that the person knows better. This is the expectation. You have an expectation for how an employee should behave, how your children should behave, how things should function, even how you should be and what you should do. These expectations sound like “shoulds”.
Unmet Expectations Are a Great Source of Stress
Expectations in and of themselves are not bad. We need to have some direction, some vision, and some idea of what we want. Of course, some expectations are unrealistic and this causes tremendous stress, anxiety, anger, struggle, and discontent. But other expectations are reasonable and realistic. Whatever the case, it’s not having the expectation that gets us in trouble; it’s when the expectation is not met that gives us difficulty.
Your partner for success,
Coach Julie ~ Nurturing Your Success
