Wednesday, June 19, 2013 |
 |
 |
 |
Join the |
 |
 |
 |
 |
|
|
|
|
COMING SOON!
|
|
|
|
|
Treat Gatekeepers With Respect! (updated)
A good gatekeeper is first of all loyal to her employer. That loyalty often translates into helping you help her employer, IF . . .
At a training session on communications at the workplace I asked the participants to name the biggest communication challenges at their large consulting firm. A receptionist cited her problem of people who deal with her in a condescending manner. After the session I had an enlightening conversation with her.
While most phone callers are courteous, she said, people occasionally try to get past her in a most unprofessional way. If they are trying to reach high-level people, they may pretend to know the person and demand to be put straight through.
Being a good gatekeeper, she naturally asks a couple of qualifying questions. When the imposter realizes she is on to him, he reacts very rudely, including using profanity. That ends all hope of his ever reaching the desired person, because she of course promptly disconnects him.
The receptionist remarked that she wants to connect callers with the person she knows can help them most, even if it's not the person they asked for. But the caller must remain civil. Often the person calling is a sales rep who, understandably, is trying to reach the decision-maker. She respects that but thinks it should be obvious that obnoxious behavior is self-defeating.
Indeed, not only is there no excuse for business people behaving in a discourteous fashion, but it always has poor results.
A good gatekeeper is first of all loyal to her employer. That loyalty often translates into helping you help her employer, IF . . . you treat her with respect. Remember that the receptionist can assist you or disconnect you, and that decision is based on your behavior, not his or hers.
There is never any reason to use profanity with anyone, let alone a gatekeeper. Bite your tongue and count to ten; then rephrase your question. Most gatekeepers will help you reach your goal if you treat them with respect.
If you dread dealing with the gatekeeper, and they with you, consider polishing your manners or doing better research on whom you are trying to reach.
What do you think? Have you found gatekeepers to be helpful or harmful? Let me know in an email message.