You’ve probably dealt with people whom you’ve wanted to whop upside the head because of their arrogant attitude. Yet some might argue that they’re simply confident in their job and “know what they know” and need you to understand they’re a credible source of information or help.
I don’t mean they’re wrong to be confident or wrong to establish credibility. In fact, feeling confident and being credible prove valuable characteristics.
But there’s no reason to confuse confidence and arrogance. It’s easy to distinguish between the two groups of people: We like confident, credible people. We dislike arrogant people.
Confident people . . .
Arrogant people . . .
Sure, it’s important for speakers, customer service reps, authors, consultants, leaders, or technical specialists of any kind to establish credibility with their clients, readers, fans, or followers. After all, who would want to waste time working with someone who didn’t have confidence in their expertise or couldn’t help solve a problem?
But few want that help or information badly enough to bear putting up with arrogant behavior. Maybe it’s worth a call to your own customer-facing staff to see which attitude greets you.
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