Quratulain’s Reviews > The Civility Solution: What to Do When People Are Rude > Status Update

9. Don’t assume rudeness is a permanent part of someone’s personality. It is a pattern of rudeness that determines character not one mishap
10. In the end, always let empathy— the ability to read others accurately- be your guide in understanding rudeness, knowing how to respond to a rude individual and knowing when to leave the scene.”

5. Self-righteous behavior only reflects poorly on you; don’t use the opportunity to demean another.
6. Try to address the underlying cause of the behavior
7. When necessary set limits tactfully and assertively, not aggressively
8 if the conversation remains irrational, know when to quit

“1. Don’t personalize rude behavior- it’s unlikely to be about you although it’s directed to you.
2. Be aware that rude behavior comes from various sources
3. Respond with calmness rather than behavior that escalates rude behavior
4. An eye for an eye is a poor approach; don’t buy another’s insecurity and make it your own.”

“.... And the way in which we relate to others determines how happy we are, how long we live, and the choices we make. Through our relationships we discover our place in the world and our reason for being here.” Christopher Hansard

“Relationships are the foundation of humanity. We derive our nourishment from them, learn from them, and thrive through them. Every human being wants to relate to other human beings; it is an essential part of who we are as individuals and as a species...”

“You want her to ask your permission whenever she wishes to use what you wrote.”

“Responding to rudeness with rudeness leaves a bitter taste in the mouths of decent people....Ostensibly about the character of the other person, they also reveal your own. ...you may now realize that your co-worker may be basing her displeasure upon an incorrect version of the facts in question.”

“6. Keep your composure
7. Smile”

“Few jobs are as challenging as those requiring a lot of direct contact with customers...
1. Understand your customer’s anger
2. Interruptions don’t help
3. Remain engaged and in control
4. Empathize
5. Remember this is business

“I was bot sure I was waiting my turn because nobody acknowledged I was here.”