Wooden's Wisdom - Volume 13 | Issue 636 |
Craig Impelman Speaking | Championship Coaches | Champion's Leadership Library Login | |
EXCUSES KEEP YOU OUT OF THE PRESENT (JIA JIANG AND JOHN WOODEN) John Wooden’s Father, Joshua, gave him a simple instruction: "Don’t make excuses."
Coach Wooden gave his players a simple instruction: "Never alibi or make excuses."
Coach expanded on this with four great ideas:
"Making excuses just keeps you out of the present."
"When you make excuses, you can't properly evaluate yourself."
"A person can make mistakes, but they are not a failure until they blame others."
"Never make excuses. Your friends won't need them, and your foes won't believe them."
In his book, "Rejection Proof," ( https://www.rejectiontherapy.com/100-days-of-rejection-therapy ), Jia Jung says we should avoid "excuse making" when delivering bad news by not using phrases like "Yes-but" and "Unfortunately":
"Yes-buts" happen when the rejector verbally acknowledges or even validates a request, then uses the word but or unfortunately to deliver the rejection.
Who hasn’t called a customer support number, only to hear something like: "Yes, I understand that you are frustrated with these extra fees, and you want them to be taken off. And we value your business and try to provide the best service possible. Unfortunately, we are unable to accommodate your request at this time."
"Yes-but" rejectors seem as if they are being polite and acknowledging the other person’s concerns and frustrations. Yet the word but—and especially the word unfortunately—totally undermine the rejector’s good intentions.
Apple considers the word unfortunately so detrimental in customer service that employees at Apple Stores are banned from using it when talking to customers."
Insincere mixed messaging is a poor excuse for effective communication.
How can you improve your communication?
Yours in Coaching, Craig Impelman
|
Tinkerin’ At Home Some folks there be who seem to need excitement fast and furious, Edgar Albert Guest (1881-1959)
|
For more information visit www.woodenswisdom.com |
© Copyright 2024 WoodensWisdom.com | # of Times Wooden's Wisdom Issues Opened: 7,041,422
Hosting & Design by:EverydayWebDesign.com