5 Ways To Neutralize The Dominantly Negative Co-Worker |
It was the tale of two airlines, though in each case the planes carried the same insignia and the personnel were paid by the same corporate coffers.
During my first trip to Florida, I was on a flight where the attendants were noticeably cheerful, enjoying themselves, each other, and the passengers, and they seemed genuinely eager to please.
On my second trip, a few days later, a different crew was grouchy and nonverbally venomous.
All of those flight attendants seemed to be in a siege mentality, barricaded behind frowns, and eager to be offstage, as far as possible from the customers as they could get.
"What made such a difference?" I wondered, as I was strapped into my seat, observing the second crew as it went about its sorry business.
Then I noticed the most senior member of the staff was the most acerbic. He looked peevish, prickly, and totally out of sorts, and his mates, who were co-hosting the serving carts, took on his demeanor.
I caught myself wondering, "Could one person have such a negative impact on the whole team? And without hesitating, I knew the answer was "yes," recalls Dr. Gary S. Goodman, President of Customersatisfaction.com, top speaker, international consultant, and best-selling author.
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