I was at a client the other day for a meeting about social media and online brand and there was a large queue at reception. One side of the queue had normal business people like me lined up to register for meetings and the other side was a registration for a CEO/CIO summit meeting in the financial industry.
The queue on my side was progressing nicely but the other side was held up on occasion by people standing on my side of the counter giving the receptionist a really hard time. Men in sharp pinstriped expensive suits with really loud voices were being rude, aggressive and pushy to the receptionist who was trying to find their registration and badge, or print off a badge for those who weren’t registered for the meeting even though they insisted that they were. The receptionist was unruffled, calm, patient and friendly in the face of this judgemental tirade about how inefficient and inaccurate she was and how slow the line was moving and I marvelled at her composure.
It looks like the receptionist had learned to tame her Amygdala (the mood bender in the brain that Ellen talks about on her blog) and perhaps disassociate the abuse she was receiving from the feelings she had – snipping this amygdala – and responding with kindness instead.
I’ve found that kindness costs nothing, creates a smile when you’re not expecting anything and pays kindness forwards . Kindness counts. And it makes you feel good too for delivering the good deed with your simple act of social kindness.
But this angel in reception, although she was probably right about the registration mess up, never let it show at all to her clients and remained in good humour and kind nature throughout. Very commendable indeed. I have much to learn from her….