In other words?
Grappling with the Gray #59: How you say it makes all the difference
🥷Is there anything that still goes without saying?
🥷What's the cost of saying what needs to be said?
🥷How can you speak to best ensure that your words will be heard?
These are the questions we will address with the Wonderful Wizard of Wise Words, WP bestselling author Sam Horn, in a special edition of Grappling with the Gray.
And here is the scenario we’re discussing:
According to FAA data, Airlines have seen reports of unruly passengers increase in past years, spiking to 6000 in 2021 and nearly 2,500 last year -- more than double than previous years. That might explain the following pre-flight announcement from an American Airlines pilot to his passengers:
“Remember, the flight attendants are here for your safety. After that they’re here to make your flight more enjoyable. They’re going to take care of you guys but you will listen to what they have to say because they represent my will in the cabin, and my will is what matters.”
“Be nice to each other. Be respectful to each other. I shouldn’t have to say that ... But I have to say it every single flight, because people don’t. And they’re selfish and rude, and we won’t have it.”
He told passengers to store their bags properly, avoid leaning or falling asleep on other people, and use headphones instead of playing audio out loud on speakers. He then concluded: “Middle seaters, I know it stinks to be in the middle ... You own both armrests. That is my gift to you. Welcome on board our flight.”
Some observers criticized the pilot as a patronizing scold. Others praised him for taking initiative and demonstrating leadership.
Even if we side with the pilot, could he have phrased his message differently to make it more easily and effectively received by passengers. What lessons can we learn and apply to our own communication in the workplace, in our families, and in our communities?
Sam Horn is Founder & CEO at The Intrigue Agency. She is a keynote speaker, bestselling author, book and presentation coach, media resource, and author of the new book Talking on Eggshells: Soft skills for hard conversations.
#ethics #language #wisdom #communication #grappling
