On The Front Foot

We often face problems in personal and business situations that require clear communication. Early in his career, Charles avoided confrontation, allowing issues to escalate. The saying "It's not what you say, but how you say it" rings true. Addressing problems proactively can significantly lighten your load.

Let me share a story. I received an angry call from an apartment manager about a tenant who left a wrecked car behind. I arranged for a tow truck, but it damaged the driveway in the process, prompting the manager's furious call.

When I arrived, I was met with hostility. Instead of retaliating, I used a technique I learned: saying, "This sounds incredibly important; please hold while I take notes." This often diffuses tension.

Upon seeing the damage, I exclaimed, "Oh my God, what have these incompetent people done?" This shifted the perspective; they saw me as an ally, not an enemy. Though insurance would cover the damage, I took responsibility and focused on resolving the issue.

In summary, staying proactive and addressing issues directly can turn challenges into opportunities for collaboration.