How Authentic, Tactful Communication increases your Credibility and Helps to Solve Problems

 

Another Cancelled Flight Brings Friendship

The most interesting thing happened to me recently. While waiting for my flight at O'Hare I was suddenly informed that the flight was canceled.

There was light snowfall and a very light rain that day, the first of the season. One could actually walk through without an umbrella so I was surprised when the airlines canceled my flight to Wausau, Wisconsin.

As I bantered back and forth with the woman behind the counter I learned that she would put me on a flight departing the next day at 1:00 PM or the later flight at 4:52 PM.

Laughing, I explained to her that my class the next day "Communicating With Tact, Diplomacy, and Professionalism started at 9 AM and therefore those were not viable options.

Standing on my right was a woman who appeared to be a flight attendant who is on her phone making arrangements with the airline. We looked at each other momentarily and I continued to explain to the lady behind the counter that I needed to get to Wausau tonight. "Perhaps you could get me booked on another airline" I answered.

She got on the speaker system and informed everyone they should go to customer service right now to make arrangements. 

There was already a line at customer service when I arrived. Soon there were so many people standing in line it spilled into the hallway.

How Travelers Responded

Some people were angry, some were frustrated, and demonstrated it through discussion. 

Annoyed, the customer service folks started processing only people in the line on the right who were Premier status. 

Suddenly the crowd parted and the woman who I thought earlier was the flight attendant, stepped through the line and said to me "I live close to Wausau and I'm driving there you can get a ride with me if you want."

Another woman who was in the line had alread agreed to accept a ride with "Diane." We both went to baggage claim, retrieved our checked luggage, then waited outside for her to pull up.

She drove the 229 miles almost to Wausau and we all had a really wonderful time. She was a great storyteller.  After driving about 50 miles, we learned she was actually the pilot who was going to fly us to Wausau.

She said "sometimes older women see me in the cockpit and and say to their husbands 'there's a girl flying this plane.'" 

The Result of Our Travel 

I was able to pick up my rental car in Wausau that night, drive to my hotel, and be on time for my class first thing the next morning.

I share this story to remind you that you're always on stage, you're always being observed. Had I communicated poorly, or in a negative tactless manner with the woman behind the counter, I am sure that "Diane" would not have offered to share the ride with me to Wausau.

This is further proof that whether in public or in private, when you communicate with tact, diplomacy, and professionalism you will be perceived well and can attract to you the support and help that you need in tough situations.

Do you have a story like this you would like to share?  I would love to hear from you.


Your comments, as always, are welcome.

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