Have you ever walked into a doctor’s office, or supermarket, or any business and you can feel the tension level?

Oops, you might need to pay a fine, get a business license, or you just have had a tough day?
What is your expectation when approaching someone or a business when you need or want something? Have you ever told yourself “It’s not going to go well” and it did not?

I recently went to a large mental hospital…I mean airport. (Yes, people act irrationally at airports.) I was not ticketed on my second connection flight. This usually means the flight is over booked, or I am not confirmed and will spend one more night in a hotel. The person in front of me at the ticket line was screaming and demeaning the ticket agent and I was next!

What would be your expectation? How would you approach the ticket agent? What is your attitude when approaching a difficult situation? How do you approach government employees?

Bob Burg, author of Endless Referrals, Winning Without Intimidation says ,”when you want to bring out a response in a person that meets your needs, act towards that person as though that’s how you expect them to respond. Yes, approach them believing they’re going to want to give you what you desire.” http://www.burg.com/blog/

If you think about how to approach a situation before the event, adjust your attitude and expectation, you will impact the other person. Does it mean you will win every time? No.

What would happen if I joined the yell fest at the airport? I thought “What are my chances here?” So, I complimented the gate agent for “handling” the person well and not having him arrested. I asked if I could send a compliment card to her boss. Then I smiled. The gate agent mentioned I was the first person who smiled since she came on her shift.

This week, try having a positive expectation, pre-planning, thinking and positive persuasion. Write back your results.