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Let’s Protect Our Frontline Workers from Rude Customers

HBR IdeaCast

00:00

Are You Giving People the Benefit of the Doubt?

I saw an airline employee do that to a gentleman who was, you know, starting to get really upset and raise his voice as he was trying to board the airplane. I think we're seeing more of that to try to prevent problems that might be worse. If someone's uncivil, ask yourself, do I have the whole argument? And importantly, what's the most generous interpretation of their behavior? This question is especially valuable when you're stressed or feeling burned out.

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