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    « TrueTalk Jocuseriously | Main | Chef Lutz »

    July 05, 2005

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    » Handling Complaints Effectively: Give People Justice, But Watch Out for the Rocky Shoals of Embarassment from Customer Experience Crossroads
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    Michael

    Tom, thank you for this helpful post. Much appreciated. It has my mind and heart questioning with you; why are we "unwillingness to grant one another any access to the truth"?

    Jeremy

    Why do I get the feeling this argument was a lot more intense than the "Jeter Debate" you had in CT a few weeks ago?

    Great Dylan lyrical usage BTW.

    violette

    Well here's a female perspective to add to the mix...

    My first thought was that many of us, if not all, tend to revert to past familial behavior traits when we enter into arguments or confrontations.You know, one of those retro flashes that overcomes us when we crave acceptance for convictions. Eventually, everyone is right. There is no wrong and it is all truth.
    I believe confrontation is an art.

    violette

    Tom

    Michael, I think the moment I enter into this kind of interaction, regardless of the other person's gender, I'm onto a path that loses sight of its own ground...the point is no longer anything but the argument.

    Now, I also believe this woman's premise was wrongheaded, even today. But I was unable to allow her to be right...at one moment she accused me of "not listening" to her...this was correct, but incomplete, we were not listening to one another...and I was unwilling to acknowledge the accuracy of her charge because I knew she'd never reciprocate.

    violette, in my experience, the art of confrontation is lost in the heat of argument; replaced by the art of war.

    Yes, Jeremy, this was a little more serious than the Jeter incident, for sure...and that's why Dylan's words captured the moment for me.

    violette

    Hi Tom

    No argument from here, even I though don't agree.

    v

    Tom

    violette, I remember learning about confrontation as a therapist in training, very different from argument; standing in an entirely other place.

    Aldon Hynes

    Great post to which I have all kinds of random associations. My mind hops to Monty Python... I'ld like to have an arguement... It stumbles across the old ideals of thesis, antithesis and synthesis... and I stop to think about what has happened in the political sphere that we presenting opposing viewpoints in an effort to find common ground is a lost art.

    What does this all mean? I'm not sure. I guess we need to look at the art of argumentation from some sort of historical context.

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