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The case study of Gordon and his team dealing with litigation attorneys highlights the importance of effective communication and setting clear expectations in managing difficult relationships. Gordon's team, who provided IT support for the attorneys, often faced verbal abuse over minor issues. To address this, Gordon used a technique called 'Time Travel' in a client meeting. He asked the attorneys how they would prefer his team to communicate issues to them in the future. After noting their preferences and confirming them, he used this agreed-upon method when a server issue arose. To his surprise, the attorneys responded civilly. This case study implies that even in challenging professional relationships, establishing clear communication protocols and managing expectations can lead to more positive interactions.
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Gordon and his team, who handled IT support for litigation attorneys, repeatedly found themselves verbally abused whenever minor issues arose. The lawyers were venting their work stress on the team. In a client meeting, Gordon used a variant of "Time Travel" by asking the specific way in which they would like his team to communicate issues to them going forward. He noted the attorneys' preferences and repeated them back to double-check. Later, when a server issue came up, Gordon reminded the client of their previous agreement and to his surprise, the attorneys behaved civilly.
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Do you often deal with bullies, manipulators, know-it-alls and other types of “crazy” in your professional life? If you reason with irrational people,...
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