The Customer Service Survival Guide (thanks for the rec @made_in_cosmos) was a pretty good parenting book except for that one weird passage at the beginning where it somehow said that it was okay to ignore all this stuff and treat the person like shit if it was your own 3yo.
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Lots of stuff about empathy and validation which was very familiar to me bc I’ve read many, many communications books. And also plenty of new-to-me stuff about how to gracefully say no!
1 reply 0 proslijeđenih tweetova 4 korisnika označavaju da im se sviđaPrikaži ovu nit -
I think I’ve seen a subtle but good difference in how I’ve been with my kids in the last week or so since I read it.
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I also had a fun time unpacking what seemed like the implicit philosophy underlying the advice—also good stuff about how people can go really haywire without: -descriptions of their state and -plans for achieving their values that make sense to -themselves and -others
1 reply 0 proslijeđenih tweetova 3 korisnika označavaju da im se sviđaPrikaži ovu nit -
Yeah basically anytime I am saying not to someone I’ve been consulting the scripts from this book and it does seem better. Hmm, also seems like potentially good strategy for my internal dialogue actually so I want to pay attention to that part as well.
1 reply 0 proslijeđenih tweetova 4 korisnika označavaju da im se sviđaPrikaži ovu nit
Here’s an example from the appendix where a customer has a laptop with a broken screen that isn’t covered by the warrantee. The stuff it says to say does seem much better than just saying that the damage isn’t covered!pic.twitter.com/s4sbUeQ4xy
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