Let’s see. The last time we talked, Henry had been sick all day Monday, and Elizabeth threw up at the bus stop on Tuesday morning. Since then we’ve added Edward starting to throw up right after school on Tuesday, and Paul coming right back home from work Wednesday morning. I just deleted a paragraph about Paul, because I’ve talked too many times already on the topic of Paul/illness/divorce. I’ve been dealing with barf since Sunday morning at 1:30, and it is now Thursday afternoon; it is not the right time to evaluate relationships and life choices.
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Two people on my friends/family Facebook recently posted rather hostile lists (why do people post these lists?) from the point of view of clerks/nurses, scolding customers/patients for being awful. When I read those lists (why did I read those lists?), I ended up brooding/mulling over several things:
1. One item on the list had a clerk asking the customer to “look up” and understand that there was a REAL PERSON (i.e., the clerk) standing in front of her. Yes. Okay, that is true, and everyone should treat clerks nicely, and as a former clerk several times over I realize MANY customers are not doing so. But in such situations where one person is resenting another person, it’s a good idea to flip it around for resentment-justification verification: the clerk should think to herself, “And am _I_ seeing the customer as a Real Person, or am I seeing ‘A Long Line,’ or ‘Irritating Group of Customers Who Don’t See Me as an Individual’?” Maybe the clerk will answer, “YES, I am seeing her as a Real Person! I TRULY CARE about THIS PARTICULAR CUSTOMER’S human needs and wants, and I want HER SPECIFICALLY to see my humanness in return!” But this is a list addressed to “Customers” as a bulk unit, and the tone is unkind and triumphantly group-spanking, so it seems like the context already gives us the answer I’m expecting, which is “Er…..no. Ahem.”
This may sound like I’m advocating all of us holding hands and reaching out and seeing each other as Real People, but actually I think that’s too much intensity for the customer/clerk relationship. I’m only advocating the general practice of double-checking both sides of the equation before getting indignant—particularly if the indignation involves self-pity. See also: “No one noticed I disappeared from Twitter” and “No one remembered my birthday” and “No one ever invites me to things” (equation check: “Do _I_ notice when other people take Twitter breaks? and if so, do I tell them so, so they’d know I noticed, or do I worry I’d sound naggy/stalkery?” “Do _I_ remember their birthdays?” “Do _I_ invite other people to things?”). Sometimes the answer will be yes (in which case perhaps the individual might want to consider changing his or her own behavior/expectations in order to stop banging his or her head against this same wall), and sometimes it will be “Er…..no. Ahem.”
2. There is an extremely valuable and admirable trait that some people have and some people don’t, and it makes ALL THE DIFFERENCE in performance/happiness in certain careers. I don’t know what to call the trait, but it’s when someone can hear the same exact question a thousand times from a thousand different people and see it as one thousand people each asking it for the first time, rather than seeing it as one person asking the question a thousand times. If you’re asking someone a question, and that person sighs and acts like they have told you a THOUSAND times, you are encountering a person who lacks this trait and/or has finally hit the limit of that trait for this particular job/question.
3. It’s a group-bonding thing to group-mock the group of people a particular group has to deal with. So for example, it makes perfect sense to me for clerks to gripe about Customers, and for nurses to gripe about Patients: it’s a tension-reliever and also a bonding experience, and de-humanizing others with mockery can take some of the sting out of the hurt feelings they cause. The problem is that it gets out of hand extremely quickly, and soon one group is seeing the other group as an amorphous blob of irritating traits. The resentment builds, and soon a polite and reasonable customer gets treated the same as a rude customer, and a polite and reasonable patient gets treated the same as a jerky one. This sucks, and I wonder if there is a way to avoid it while still getting the benefits of group-bonding and tension relief. Perhaps by also talking about the good customers/patients, and aiming for approximately the same amount of time on that topic. It seems like that would have good tension-relieving properties as well, while also giving an increase in job satisfaction. Griping, yes—but BALANCED griping, to keep from turning into a churning perspectiveless cloud of surly resentment that has to deal with THESE ANIMALS all day long.
4. It seems as if the venting/bonding griping should be shared only with other members of the group. When shared in a general way on Facebook, here is how it hits: other members of the group will like/share/enjoy/bond; people who should be taking justified scolding from the attack won’t read it and/or won’t recognize themselves and/or won’t agree and/or won’t care; people who are already being good customers/patients will feel attacked, hurt, and unjustly accused, and will end up feeling hostile toward the attacking group (in this example, the clerks/nurses) for being so MEAN and UNFAIR, and will take that feeling into future clerk/nurse situations.