From the course: Administrative Professional Tips

Dealing with disrespect

From the course: Administrative Professional Tips

Dealing with disrespect

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- Unfortunately, as administrative support professionals, we bear the brunt of rude, disrespectful behavior in office environments from time to time. Most times it is intentional, but there are occasions when the offender doesn't realize they are coming across that way. In either case, we have to be prepared to respond in a way that is professional and courteous, even though the behavior we have been subjected to is far from that. We do this because not only are we representing ourselves, but we are representing the individual we support. Here are some strategies to keep in mind when dealing with disrespectful people. First, really listen to what they are saying. Oftentimes the rudeness they are displaying has absolutely nothing to do with you personally. You are more than likely bearing the brunt for a previous encounter they have had with someone else, or maybe even a personal matter they are dealing with. Through active listening, I try to see if I can pick up on what the issue really is. Then I know how to address it. Also, I try to keep in mind that we all have bad days from time to time, and therefore, I try to empathize with them. Next, don't allow their behavior to change your behavior in that moment. When we react to a person's rudeness, we are essentially letting them have control over us. I don't ever want that to be the case. I want to always be responsible for my emotions whenever possible. The more calm you remain, the better chance you have at diffusing the situation. Also discuss the encounter with someone you trust. I do this to gain perspective on the situation. The person may also have some productive advice or suggestions in moving forward. Finally, if the person is within your organization, allow some time to pass prior to confronting the behavior. Before you give that person some feedback on how the interaction made you feel, wait 24 hours, or until your emotions have calmed down. Then be sure to let that person know how their actions made you feel. If the behavior continues, you may need to escalate it to your executive, or involve human resources if appropriate. As administrative support professionals, it is important to institute professional boundaries in our work environments. One such safeguard includes how you deal with disrespectful behavior. It will inevitably happen, regardless of where you work. Therefore, have a response plan in place before it occurs. By doing so, you will present a productive, professional image.

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