Bread…It’s Not a Bad Thing

For most of the world, the appetite for bread is an essential part of being human. In our country, we have such an abundance of things to eat that we forget what a central role bread once played in our diet, and still plays in many other places. Take Egypt, where the word for bread, ''eish,'' literally means ''life.''

''He who has bread and something to dip it in,'' runs an Egyptian proverb, ''has the whole of happiness.''

In the Middle East --- which is, after all, where it was invented thousands of years ago --- bread has a sort of sanctity. If a piece falls on the floor, you don't eat it, but you don't throw it away, either. You're supposed to pick it up, kiss it and put it on the table. When people notice a piece of bread on the ground, they will sometimes pick it up and leave it in a visible place.

Bread is not just food; it's the symbol of sociability. In Eastern Europe, guests are traditionally greeted with bread and salt; in the Middle East, it's with bread and water; and in my home, it’s French bread, herbed butter and wine. ''To break bread'' is still our term for establishing or sustaining a social relationship. Even now, we consider it treachery to turn against someone in which you've broken bread.

Of course, ''breaking bread'' is just a phrase with us. We slice our bread; rather, we usually buy it sliced. But in some places, in North Africa, for instance, the idea of cutting bread with a sharp metal implement, rather than tearing it with the hands, is shocking. The association between sharing bread and unthreatening intimacy is that close.

There's a widespread need to ask divine blessing on this central food. In Judaism, the breaking of bread is accompanied by a blessing, as it is in the Christian Eucharist.


The ancient Sumerians made breads called ninda, mostly from barley; the Assyrians, living in wheat-growing country, made wheat breads called akalu. The ancient Egyptians mentioned a number of breads: white bread, crumbly bread, fragrant bread, date bread, sourdough bread (a distinctly sour variety called kyllastis, which the Greeks borrowed), breakfast bread, traveler's bread, hardtack, pyramid-shaped bread, obelisk-shaped bread, stamped bread --- scores of kinds, a number of them baked only for the gods.

Medieval Arab writings mention paper-thin breads, thick breads, pocket breads, round breads, ring-shaped breads, braided breads, breads shaped like ears of wheat and like ladders. Modern Iraq has breads of its own: gursa (a flat bread for wrapping kebab), sammuna (a spongy unleavened bread), uruq (a yeast bread with chopped meat and vegetables mixed into the dough).

It's no accident that every civilization throughout history has been based on grain. Grains are the seeds of grasses, the go-getters of the vegetable kingdom: fast-growing, stripped-down plants consisting of nothing but roots and leaves. Not terribly finicky about climate or soil, these little machines for converting sunlight into food energetically colonize something like a quarter of the world's land. Even the animals we have domesticated tend to live on grasses, so most of our meat, milk and eggs are recycled grass or grain.

Wheat is the most nutritious of the common grains, containing carbohydrates and every amino acid we need (though not all in sufficient quantity, which is why traditional foods so often combine wheat with meat, beans or dairy products).


It turns out you can't live on bread alone, but you can live quite well without adding much else.
There's just nothing like the smell of fresh bread to give a feeling of comfort, of being cared for, a confidence that life will go on. It's the basic comfort food.

The proverbial Egyptian description of a sourpuss is: ''He never smiles, not even for hot bread.''

Festivals, Intercultural Society and Monticello Deer Experience

The city’s charm, my love of venison and the persuasion of a friend inspired me to attend the 43rd Annual Monticello Deer Festival. If you are not familiar with Monticello, Georgia, it was placed on the National Register of Historic Places in 1997. The city’s architectural styles include Greek Revival, Gothic Revival, Italianate, Queen Anne, Second Empire, Colonial, Neoclassical, English Tudor and Craftsman. As a result, Monticello boasts several film credits, including My Cousin Vinny, which was filmed at the Jasper County Courthouse, Dave's BBQ on Frobel Street and the Sac-O-Suds, located at Jackson Lake Road and Highway 16. In addition, Monticello is the deer capital of Georgia, thus the annual deer festival.

While assisting Nancy Arnold Wood, president and executive director of the Jasper-Monticello Chamber of Commerce, with a myriad of pre-festival tasks, I thought about the numerous festivals I’ve attended over the years and the joy in which I experienced by watching the attendees, entertainers and vendors. As I reflected, it occurred to me that festivals play a powerful role in turning a multicultural society into an intercultural society.

First of all, festivals reach broad audiences. The number of people attending festivals annually is on the rise, which demonstrates growing interest in the events organized within the frameworks of festivals. For instance, the Monticello Deer Festival hosts a one-mile fun run, a 5k run/walk and a parade.

Festivals give artists the opportunity to combine their own experience with the local one, creating a positive and illuminating example of integration.

The audiences attending festival events are encouraged to actively participate in them, thus promoting a sense of belonging and community.

Festivals boost cultural tourism. As visitors attend festivals in different regions, they come into contact with new and different cultures and learn about traditions and history.

Festivals play a unique role in the context of education by promoting a culture of peace and shaping understanding and respect amongst groups of people.

Outreach and fringe activities provide easy and open access to the cultural activities of festivals for all kind of audiences, attracting all kinds of people, thus enhancing the process of social inclusion.

Festival events take place in convivial atmospheres and in open venues, which can be accessed by all, including disadvantaged people and ethnic or cultural minorities.

My love of people, places, food, art and culture began at a very early age. My guess is that festivals played an integral part in my development.

The Art of Remembering Names

The ability to remember names is a valuable asset in both business and social arenas. It helps you build an instant rapport with new contacts and it makes a good impression on employers, too.

The art of remember names can by mastered by following the techniques below:

1. Be interested.
Many of us don't even catch the other person's name when they're being introduced because we’re too focused on other things. So, the first step to remembering a name is to pay attention as you are introduced.

2. Verify.
Unless the person has introduced himself to you, verify what he or she wishes to be called. At a conference or seminar, for example, the name tag may have been typed incorrectly or it may be a more formal or informal version of the name in which they prefer to be addressed. Or, someone may have introduced you who doesn't know the person well. Asking what they prefer (e.g. "Jeff introduced you as Debbie, is that what you prefer to be called?") will not only cement the name in your mind, but also ensures you are using the name that pleases your new acquaintance. Lastly, never address someone by an initial unless you have given permission to do so.

3. Picture the name written across their forehead.
Franklin Roosevelt continually amazed his staff by remembering the names of nearly everyone he met. His secret? He used to imagine seeing the name written across the person's forehead. This is a particularly powerful technique if you visualize the name written in your favorite color of Magic Marker.

4. Imagine writing the name.
To take step three even further, neural linguistic programming (NLP) experts suggest getting a feel for what it would be like to write the name by moving your finger in micro-muscle movements as you are seeing the name and saying it to yourself.

5. Relate the name.
Try to associate a person's name with a familiar image or famous person. For example, if a woman's name is Jacqueline, picture her as Jacqueline Kennedy Onassis in a pink suit and pillbox hat. If a man's name is Arnold, imagine him as the "Terminator" or striking a body-builder pose.

6. Use it frequently.
Try to use the name three or four times during your conversation. Use it when you first meet, when you ask a question and in your departure, (e.g., "Andrew, it was a pleasure talking to you. Maybe we'll get a chance to chat again sometime.")

7. Record the name in a "new contacts" file.
Top sales representatives keep a record of new contact names and information, including where and when they met. Review it now and then, especially when you will be attending a conference or meeting where you may see these individuals again.

Using these techniques will dramatically increase your ability to recall names, but it is inevitable that at one time or another you may slip up. If you do happen to run into someone whom you previously met and can't remember their name, you have two options:

Look delighted to see them, lock eyes and extend a warm, "Good to see you again," and then find out their name from a friend later.

Or, with the same warmth, try the more direct, "I remember you well, but your name has slipped my mind."

The Rite of Rain

For many, rain is viewed as a negative thing. We hide from rain under umbrellas. Getting wet in the rain has associations with sickness, colds and flu. It “gets into our bones” and makes us suffer. Look at the faces of people who wait for the bus as rain pours down. There are no smiles, only misery and the desire to be out of the horrid stuff as soon as possible. It is clear that a culture’s attitude toward rain is largely based on how much of it is seen.

In the West it has become an inconvenience, something that gets in the way of our day. Head to Africa and other hotspots around the world and you’ll see a difference. Rain is welcomed, sometimes literally with open arms. People who haven't seen rain for years will rush out into the open and soak themselves with that precious liquid. Smiles and laughter can be seen everywhere. In fact, in drought-ridden Botswana, the word for rain, pula, is also the name of the currency, which helps to solidify the position of importance rain holds.

While our blushing brides wouldn’t want rain to pour down by the bucketsful on their special day, it is a sign of good fortune in many cultures. People around the world believe that rain falling on your wedding day is a sure sign that your marriage will be blessed with fertility and good fortune. On the opposite side of life, if it rains during a funeral, and rain falls on the casket, it is generally taken to mean that the soul has arrived safely in the Afterlife. In Bali, light rain during a religious ceremony is seen as a blessing from the happy gods. In Maori legend, rain and mist are the sorrow of the Earth and Sky.

In the ancient ritual, the Simchat Beit Ha’sho-ay-vah, Jews celebrate the pouring of water onto the Temple during Sukkot. Using water on the altar was another way to put in a request on high for a good, wet year. The Talmud pictures God saying, “Pour water before me so that your yearly rain be blessed.”

Judeo-Christians look to the story of Noah to base their beliefs of the negativity of rain. In the story of Noah, God was angry and brought his anger down in the form of forty days and nights of unceasing rain, choosing only to spare the favored family of Noah. The tradition was picked up in Shakespearean literature. For example, the rainstorm in King Lear marked the high point of Lear's madness. Throughout the whole of The Tempest, rain is seen as a negative thing, a sign of trouble.

Even in modern weather reports, the negative connotations of rain holds firm. When a storm is on the way, weather reporters sound almost apologetic when bringing this news to us. To be “in the eye of the storm” is to put oneself in great danger. To experience "the calm before the storm" is to know that danger is coming.

Interestingly enough, Native American views of rain vary. To the Anasazi tribe, rain is a sacred gift from the Rain God. Artwork from the tribe shows the Rain God as a benevolent figure who lovingly bestows rain on his loyal followers. The Cherokee tribe, performed rain dances to both induce precipitation and to cleanse evil spirits from the earth. The legend of the tribe holds that the rain summoned by the tribe contains the spirits of past tribal chiefs, who, when falling, battle evil spirits in the transitional plane between our reality and the spirit world. It was also believed that particularly elaborate rain dances could inspire the participants, as well as audience, to take part in unusual and extreme acts of worship. The Native American myth, Why it Rains, tells the tale of Morning Dove and how the hatred, jealousy and greed of warring tribes broke the hearts of the gods manifested in tears of rain.

In Great Britain, many people find the scent during and immediately after rain especially pleasant or distinctive. The source of this scent is petrichor, an oil produced by plants, then absorbed by rocks and soil, and later released into the air during rainfall. In addition, Great Britain gained its reputation for being a rainy country due to the fact that the Western coast of Britain can receive anywhere from 40-100 inches of rainfall a year. This is a stark contrast to the Southern and Eastern parts of the country which are much drier. In fact, the southeast of England receives less annual rainfall than Beirut.

Seattle, Washington, known as the birthplace of grunge music and Starbucks, is also known as one of the rainiest cities in the USA. The fact is, they only receive an average 37 inches of rainfall a year. This is less than the Big Apple itself, as New York City receives 46 inches a year. Melbourne, Australia suffers a similar fate to Seattle. It is widely regarded as the rainiest city in Australia; however, its annual rainfall of 21 inches pales in comparison to Sydney's 43 inches.

The wettest spot on Earth is Mount Waiʻaleʻale, the second highest point on the island of Kauaʻi in the Hawaiian Islands, averaging more than 426 inches of rain a year since 1912, with a record 683 inches in 1982. Although the 38-year average at Mawsynram, Meghalaya, India is 467.4 in., its rainfall is concentrated in the monsoon season, while the rain at Waiʻaleʻale is more evenly distributed through the year, thus making it THE wettest spot.

So whether you consider rain a depressing bringer of danger and doom, or a comforting promise of happiness, beliefs are as diverse as the people who made them fascinating. Rain underpins our lives and its dearth or abundance shapes the way a culture views the bounty from the skies.

As a child, I often danced in the rain. As an adult, given the opportunity, I often still do. Nature, in all its wonder, can and does touch the hearts, minds and bodies of anyone and everyone willing to take a moment and connect.

Creativity is Good for Your Health

A study conducted by Dr. Gene D. Cohen of George Washington University suggests the health effects of participating in music, art, dance and poetry programs. The results: People got healthier and happier.

"After a year, we saw actual improvement," says Gene D. Cohen of George Washington University, who headed the study of about 300 men and women over age 65. The study, sponsored by the National Endowment for the Arts, the National Institute of Mental Health and other organizations, took place in three cities, Washington, D.C., Brooklyn, N.Y., and San Francisco.

Half of the people in the study engaged in the cultural programs, the other half were the “control group." Both groups were similar in health and lived alone. Both groups were monitored on a range of measures from physical strength to mental health and social behavior.

Preliminary findings indicated impressive benefits of a creative fitness regimen. After a year, those in the cultural study group were healthier than they were when the study began. They were also in better shape than those in the control group. They reported better overall health, fewer doctor visits, less use of medications, and fewer falls and hip damage. They also reported less depression, less loneliness and higher morale.

All this suggests that mental activities play a significant role in health. It's common sense that diet and exercise matter to health, but it's nice to know that throwing paint on a canvas or writing a poem matters, too….maybe just as much.

Tribal Wisdom: Lessons for Leaders

The role of the leader is to bring the tribe from darkness by reminding the people about who they once were and who they can be. So begins the film Whale Rider, the modern day myth of a Maori girl, Pai, and her emotional journey to become the leader of her impoverished tribe. The story is a powerful metaphor of what ails much of corporate leadership, which is in desperate need of renewal.

Tribal leaders know that once the tribe loses its collective sense of meaning, its survival is at risk. They also know how to help their communities find and renew an individual and collective sense of identity.

Rites of passage marking critical life transitions are a hallmark of tribal societies. Whether moving from childhood to adulthood, getting married or integrating warriors back into their communities, rites of passage were designed to help people navigate those difficult times when one identity faded and a new one took its place.

Organizations often promote people and expect them to figure it out for themselves, not recognizing the significant thinking and emotional shifts needed to become effective leaders. With the decimation of middle management, there are no longer the role models—the “elders”—to emulate, especially for first-time leaders. The result is confusion, alienation, cynicism and resentment. In most organizations, with the increasing focus on task accomplishment and meeting short-term profit goals, leaders don’t value the tasks of leadership—setting a vision, engaging others, coaching and establishing priorities for others. If they’re honest with themselves, they’ll admit they usually get more satisfaction out of doing the job themselves and getting the recognition, than they do from seeing other people be successful. Simply stated, they’ve missed the rite of passage from worker to manager, from manager to leader.

In the same way that rites of passages help individuals form new, more mature identities, tribal myths help the group find its identity. They speak to questions that lay at the core of the tribe: where they came from and what their destiny is. The mythical stories that tribal leaders tell unite the individual with the community and give vital powers to the tribe—hope, reassurance and inspiration. They are powerful tools to create aligned behavior in a group.

As anthropologist Richard Leaky said, “Myths were one of the most important inventions of homo sapiens, as they became the means by which prescriptions for survival could be passed on from generation to generation.” Myths help tribe members face their individual and collective concerns. By providing role models in the guise of the mythic hero, they give guidance on how to make it through difficult times. They also let people know what challenges—physical and psychological—they can expect along the way. Through their power, tribal leaders acknowledge in a deep and compelling way the group’s shared sense of struggle to overcome difficult obstacles and achieve something important—a strong message that is just as relevant in corporate boardrooms as it was to any tribe throughout history seeking to survive.

Through myths, tribal leaders summon followers to become part of the larger life drama. Winston Churchill’s appeal to the Greater Glory of Britain, for example, struck to the core of each citizen’s identity at a time when it was at risk of being erased from history. We all live the heroic life. Whether it was the farmer in ancient Egypt struggling against the flooding Nile River, or the executive closing a complex business deal, the world’s great myths carry the same universal theme of the hero’s journey. From innocence to maturity, from selfishness to compassion, from birth to death, heroic myths explain to people the grand cycles of their lives.

The most powerful myths are those that speak to the hero in each of us. We carry the hero within us that seeks to take on difficult challenges, driven by an inner passion that transcends our current challenges and self-doubts, a hero who seeks to achieve the impossible and who is willing to suffer the hardships, setbacks and loneliness of the journey in order to realize that deep, inner calling. Leaders appeal to our sense of identity calling. They create meaning by appealing to our sense of identity and our individual journey.

Dan Goleman, author of Primal Leadership, relates how an executive with the BBC used these principles in addressing a group of journalists that management had decided to lay off. He spoke about the importance of journalism to the vibrancy of a society and of the calling that had drawn them all to the field in the first place. He reminded them that no one goes into journalism to get rich. He recalled a time in his own career when he had been let go and how he had struggled to find a new position, but how he had stayed dedicated to the profession. Finally, he wished them well in getting on with their careers. When this resonant leader finished speaking, the staff cheered.

Like a tribal chief, this leader created the grand stage that gave deeper meaning to a difficult event. As James Hollis, a noted Jungian analyst said, “Leaders are not meant to divert us from our own journey, but rather to remind us of it.”

Throughout time, the moral obligations of leaders have centered around preserving the community’s identity so it would never lose its sense of meaning and direction. Tribal leaders clearly understand that they have a moral obligation to the community they served. At its core, that is what leadership in any age is about. Tribal leaders practice this moral imperative by providing a sense of historical perspective, so that each member of the tribe can interpret his or her actions in the moment against a bigger world that they have not experienced.

In doing so these leaders give people a broader set of options from which to choose. Tribal leaders tell stories of the “ancient ones”—those mysterious first people from whom stems the tribe’s source of creativity, power and uniqueness. In doing so, tribal leaders connect the tribe to their emotional source so that each member’s personal journey can be subsumed by the tribe’s collective journey. That is how tribal leaders compel others to act—by helping other see their role in the grander flow of the tribe’s destiny.

At its core, that is what leadership in any age is about—engaging others by sharing wisdom, modeling the right values, instilling courage in difficult times and increasing the competence of the tribe.

Look at Walt Disney’s original vision statement for Disneyland and you will see the embodiment of that same universal power that set something wonderful in motion:

“To all who come to this happy place; welcome. Disneyland is your land. Here age relives fond memories of the past...and here youth may savor the challenge and promise of the future. Disneyland is dedicated to the ideals, the dreams and the hard facts that have created America...with the hope that it will be a source of joy and inspiration to all the world.”

As I think about our political leaders, some have much to learn from tribal wisdom. For if they did, public option healthcare would not be an issue, it would be a given.

Being "Mused"

Being an audiophile, music fills my day. From the moment I awake, until the moment I go to sleep, there is always music in the background. It whispers gently in my ears, keeping me centered and inspired, as I engage in activities throughout the day.

Research has shown that music has a profound effect on your body and psyche. In fact, there’s a growing field of health care known as music therapy, which uses music to heal. Those who practice music therapy are finding benefits in using music to help cancer patients and children with ADD/ADHD. Hospitals are beginning to use music and music therapy to help with pain management, depression and physical therapy. This is not surprising, as music affects the body and mind in powerful ways.

Recently, I had the opportunity to listen to Mused, by Dutch recording artist, Michael Mused. Mused is a unique and refreshing blend of dance, reggae, ambient and world music. The reggae melody of Peace and Love makes you feel like you’re in Jamaica and the Caribbean sun is gently kissing your skin, as you sip a tropical delight at a beachside resort. The exotic Philomena takes you to the Red City, Marrakech, strolling the bustling souks, filled with spice vendors, storytellers and belly dancers. The perfect way to travel - you never have to leave home!

With stress levels rising, Mused is much needed escapism and therapy.

Mused may be purchased via Amazon.com, iTunes and http://michael.mmused.com/.

Reflections

As I approach another revolution around the sun, I’ve come to understand that however unwelcome an event may be at the time, it always leads to a positive outcome in the future. I consider friends and acquaintances and how they make me feel…spending my time with those embodying allegorical exuberance, distancing myself from the slightest tenebrosity of envy, judgment, resentment and spitefulness.

I share my insights…

• I am ever so grateful that my blog is read worldwide, 88 countries!!!
• I love smiles, as a smile can unlock the hardest of hearts.
• I cherish and treasure all of my relationships.
• It is very important to express gratitude and appreciation.
• Say, “I love you” as often as possible.
• The person who possesses the largest bookshelf, not designer fashions, an overflowing wallet or biggest gun, holds true power.
• Always transcend political correctness and strive for human righteousness.
• The truth can hurt and often does, so get over it and move forward.
• Let go of the past or you won’t have room for a future.
• The bigger your challenge, the bigger your lesson.
• Mistakes repeated = lessons not learned.
• When life is stormy, dance in the rain (I’ve learned to love dancing in the rain!!!)
• Cold crow is hard to swallow; apologize wholeheartedly, as soon as possible.
• Acceptance is not submission; it is acknowledgement of the facts of the situation.

May you have enough trials to make you strong, enough sorrow to keep you human and enough hope to realize true happiness.

Wishing you love, peace and happiness…

Coping With a Job You Hate

Having a job you just hate is never easy and in today’s economy, you probably need to grin and bear it until another opportunity comes along. Whether you're currently stuck because you have to pay the bills or are holding out for the next great job, here are a few things you can do to help you get through the day.

1. Set weekly goals for yourself. Sometimes it is easier to get through the day when you can keep your eye on the prize. Even if you hate your job now, there is something out there that will make you happy. Setting these goals will give you something to work towards.

2. Do one thing each day to help you reach your goals. When you get up in the morning, set a daily objective for yourself and make sure you achieve it. This will give you a sense of accomplishment and keep you feeling good about your progress.

3. Give yourself "me time" before work. Going into a job you hate will be worse if you get to the office feeling rushed, stressed and frazzled. Set aside some moments of solitude each morning. Develop a positive morning ritual. Treat yourself to a latte, get up early enough to read the paper, or just set your alarm to play upbeat music when you wake up. Improving your mornings can do wonders for your afternoons.

4. Create a diversion for yourself in the office. Does being in your office make you yearn for the outdoors? Are the incessant ringing phones driving you batty? Do something to brighten your mood while you're at work. Use a photo that makes you smile as your screensaver. Buy yourself a "joke of the day" desk calendar. Listen to your iPod while working.

5. Use your time to develop your skills. Hating your job doesn't mean you can't learn new skills. Use your time to make yourself a better candidate down the road. If your company offers training courses, take advantage of them. Use downtime to learn something new on your computer. Pick up a management development book and read it at lunch. Turn this job into an opportunity for self-improvement.

6. Blow off some steam. Most people have an activity that helps them unwind and get rid of tension. Take a nice long walk during your lunch hour or go for a run after work.

7. Treat yourself. To make up for your office misery, find little ways of treating yourself. Buy a good book to read. Treat yourself to ice cream. Rent a movie. Shop for a new interview suit. Plan your next vacation. Do something to make you feel better inside, regardless of what is going on outside.

Thank you for being a loyal reader...

...I am taking a blogging vacation this week. Look for a new post next Sunday.

Until then, I wish you peace and many blessings...

Desiderata

Written in 1927 by Max Ehrmann, Desiderata is one of my favorite poems.

Go placidly amid the noise and the haste,

and remember what peace there may be in silence.

As far as possible, without surrender,

be on good terms with all persons.

Speak your truth quietly and clearly;

and listen to others,

even to the dull and the ignorant;

they too have their story.

Avoid loud and aggressive persons;

they are vexatious to the spirit.

If you compare yourself with others,

you may become vain or bitter,

for always there will be greater and lesser persons than yourself.

Enjoy your achievements as well as your plans.

Keep interested in your own career, however humble;

it is a real possession in the changing fortunes of time.

Exercise caution in your business affairs,

for the world is full of trickery.

But let this not blind you to what virtue there is;

many persons strive for high ideals,

and everywhere life is full of heroism.

Be yourself. Especially do not feign affection.

Neither be cynical about love,

for in the face of all aridity and disenchantment,

it is as perennial as the grass.

Take kindly the counsel of the years,

gracefully surrendering the things of youth.

Nurture strength of spirit to shield you in sudden misfortune.

But do not distress yourself with dark imaginings.

Many fears are born of fatigue and loneliness.

Beyond a wholesome discipline, be gentle with yourself.

You are a child of the universe

no less than the trees and the stars;

you have a right to be here.

And whether or not it is clear to you,

no doubt the universe is unfolding as it should.

Therefore be at peace with God,

whatever you conceive Him to be.

And whatever your labors and aspirations,

in the noisy confusion of life,

keep peace in your soul.

With all its sham, drudgery, and broken dreams,

it is still a beautiful world.

Be cheerful. Strive to be happy.

Happy Birthday, Mother!!! Thank you for teaching me all the above, which molding me into the woman I am today...I love you dearly, Bon

Dealing with Irate People

“Taking the HEAT,” is an effective method for dealing with openly irate people. In this instance, HEAT means:

Hear them out
Empathize
Apologize or acknowledge
Take action

Never interrupt, correct, interject your judgment or jump prematurely to conclusions about what they mean. Always ask questions to find out as much as you can about the situation from their point of view. Concentrate on what the person is saying and let your body language show it. Maintain eye contact and ensure your facial expressions indicate care and concern.

Irate people don’t care how much you know until they know how much you care. Show them you care by listening responsibly. Responsible listening allows an irate person to fully express what is on his/her mind, which allows built up emotional pressure to be released.

The end result, you will be able to communicate effectively and in a positive manner.

Until next week...