“Anger is not impressive or tough—it’s a mistake. It’s weakness. Depending on what you are doing, it might even be a trap that someone laid for you.” —Ryan Holiday
During the fall of my second year as superintendent at Stevenson HSD 125 (birthplace of the PLC At Work® process), I picked up the phone, only to be verbally assaulted by a very angry parent about an issue regarding her son, who was not receiving the resolution she sought.
I listened for about three minutes and tried to deescalate her anger, but it only got worse. Despite my best intentions to understand her concerns, she mostly just wanted to vent, but her yelling and the cruelty of her words got in the way of her message. Sound familiar? Read more