fuck bosses, but if someone is a rude shit to you in an open source project connected to their work, it should be totally okay to email their manager
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Maybe "expectations" and "needs" could be more to the point ? Users expect things, rightfully or not. Frustrarion arises when they're not met
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On the right track :) It's also important to understand that frustration is not always presented with perfect diction, but even combative frustration can often be quickly defused by listening. It really makes my day when I can turn around a convo like that.
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Thanks for engaging btw. I didn't mean to put too fine a point on this particular interaction but it really bugs me that this language is so common in OSS.
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It's good that you intervened, you forced me to rethink the concept :)
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I like talking about needs and expectations. It's more neutral and doesn't make too many assumptions about legitimacy. In private, I often ask "what would a customer service representative do". It's a helpful mental heuristic imo. /cc
@littlecalculist
End of conversation
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Perhaps counterintuitively, reacting to frustration with genuine listening and understanding significantly improves the general environment. It's one of the best ways to feel better when things feel overwhelming.
Thanks. Twitter will use this to make your timeline better. UndoUndo
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