Grrr...

[mrlich]

I hate, I hate, I HATE when people ask me a question and then just talk over me when I try to give them an answer. There are few things that upset me more.

Here at the office, I often find that there are (what I assume to be) cultural differences with many of our employees that cause this to be a recurring theme. Today, as I feel this illness creeping into my sinuses and throat, I just don't have the patience to deal. I really just want people to shut the F up and let me do my job. I'm only explaining things because if I don't they will complain later that I was 'unhelpful'.

Comments

[ianvass.livejournal.com]

Just a thought...

I have found that when people are doing what you describe to me (and as a fellow techie, it's pretty darned common), they are just trying to explain all their thoughts on the matter, ie. their context. They want to be listened to in ADDITION to having their problem solved. Sometimes I have time for this and sometimes I don't. When I do, I just kick back and give them a few seconds to wind down, nod pleasantly, and smile. They finish, I give them their solution, and they walk away very happy.

But when I don't, I've discovered that 99% of them will back down if I say politely, but firmly, "I wish I had the time to listen, but I really don't. I've got a to-do list a mile long. Here's your solution and maybe next time I'll have some extra time to chat!" All of that with a smile and meaning what I say, and it's remarkable how many people back down and say, "Oh, hey man - no problem. I understand! Thanks!"

[mrlich.livejournal.com]

What you're describing is pretty much 'customer service 101'. You and I both learned it back when we were waiting tables.

But here's the thing: doing tech support at a bank with 2200 end users and 4 support folks is a little more 'politically charged' than when you're waiting tables.

In other words - you're right - in an ideal setting, but I pretty much never find myself in an ideal setting. Still, I try to be as close to what you're describing as possible which (generally) makes the process take too long. If I'm as short on time as usual, and I actually try to be a bit more 'firm' then I hear it from my boss later because the user (who inevitably was nice to me to my face) then tells their boss (who talks to my boss) that I "snapped at them".

It's the way of ginormotron bureaucratic megacorps. Do the impossible without any tools or resources, and do it with a smile on your face.

Gotta love it.

or something.

[ianvass.livejournal.com]

That's a WAY larger user base than I ever had to deal with in my law firms. Yikes. I think you need to go with one of the other friendly suggestions listed here: puma, gerbils, lead pipe, etc. :)

[lawbabeak.livejournal.com]

ianvass's solution is much more polite than mine. I'm guessing he's never needed anger management therapy. But my solution is similar: "Ma'am, please, I want to answer your question, but I cannot talk over you. Please listen to me now and if you still have questions, I will do my best to answer them once I have answered your first question."

Anger Management Kitteh says: No sayin' "shut up and listen, fool!"

[mrlich.livejournal.com]

So I guess a 2x4 doing the talking for me is out of the question? ;)

[xtingu]

I just use duct tape.

[xtingu]

And when that doesn't work: I release the puma.

[ianvass.livejournal.com]

Oh man, you have a PUMA? Screw what I said, just go straight for the puma. That'll solve your problems oh-so-fast.

(you have a puma? Why didn't I get to pet the nice big kitty when I was visiting? A puma! neat!;) )

[mrlich.livejournal.com]

...or maybe open a cage of a thousand rabid and starving carnivorous gerbils.

I'm just sayin...

[ianvass.livejournal.com]

you have carnivorous gerbils? DUDE! That's cooler than the puma. Why didn't *I* get to see all these neat critters when I was visiting????

[mrlich.livejournal.com]

WIN!

[lafemmekatia.livejournal.com]

I know, right? I mean if they just wanted to hear themselves run their mouths they should get to it without the fake interest in another person's opinion.

[mrlich.livejournal.com]

Yes, yes, and by the way yes!