Work Rage
My job was the position of a sales clerk. It consisted of cashiering and explaining the products to customers. This incident occurred awhile back when I worked at this store. A customer came into the store and following procedures I approached the customer and asked if she needed any help. She said "yes" and proceeded to ask me questions on whether we carried certain products or not. I informed her that we did carry those products, but we were out of stock. I told her when the new shipment should be coming in. The lady then told me that if the store wants to stay in business and make money products need to be kept in stock. She stated that if the store did have the product she would have bought it. Then I told her that the store is a small business and it cannot afford to stock products consistently. She again told me that the store needs to keep products in stock if the store wants to make money. I responded with I'm sorry and excused myself. During the whole time my rage started to build.
I have encountered many customers who choose to voice their opinion on issues that do not apply to them. This one particular lady had pushed me to the point of anger. How the store chooses to run their business is their choice. The store that I worked at was a small business and not a chain store. When products are ordered they take awhile to come in and only so much goods can be purchased to fit the store space, storage room, and demand for products. Products go out of stock and when they are reordered there is no set date when the shipment will arrive. All that is given are approximations that vary in time. The store is a small business, so over stocking could cost a loss in sales and left over products. The store would love to always have products available for customers, but there are circumstances that cannot be avoided. Not everybody knows how businesses are run and when customers speak out in a manner that insults the stores integrity is uncalled for. The lady's mannerism and communication was hostile and demeaning that made me defensive and rage.
Step 1: Acknowledge
I acknowledge that when the lady started to tell me how the store should keep things in stock I became angry. As I continued to talk to her it turned into rage. Until I left the situation and confronted my co-worker and how evil I thought the lady was is when I realized how angry I was. All the rage that came out of my mouth was like a dragon blowing fire out of its mouth.
Step 2: Witness
My sensorimotor behavior was rigid and intense. I tried to act like it was business as usual, but when I heard what she said my body would react. I was stiff and the presence of my body language was defensive and intimidating. I don't think I intimidated the lady, but being on the defense I think that is what my body was trying to do. My face was an expressionless mask. It contained no emotion and the look I gave was probably cold. The sound of my voice was monotone with an edge to it. It did sound like I had an attitude problem.
My cognitive behavior was racing with thoughts. First, it was disbelief that the lady was saying those things. Then I comprehended what she was saying and the rage started to build. I thought she was stupid, had some nerve, she did not know what she was talking about, wished I could tell her off, how lucky she was that I kept everything inside, who does she think she is, why she is telling me these things, I don't really care what she thinks, she is wasting my time, and I proceeded to pick her apart mentally.
My affective behavior was plane and simple, I was blowing hot air. I had no compassion to her needs. I did not respect her as she continued to talk. I lost all patience in dealing with her. After she was done talking I was relieved because I could then leave and not have to deal with her. My feelings were hateful and disgusted. I felt my irritation and anger rise as I talked to her, and then I felt it stabilize. Then when I told my co-worker and all the rage came shooting out and when I was done I felt the tension loosen and I became more calm.
Step 3: Modify
To modify my sensorimotor, cognitive, and affective behavior I would need to be aware of my behavior and have a checklist. In the Road Rage book there are examples of checklists that can be made to be reminded of how to control anger. I would go over in my head what my job requires me to do. Those requirements are to help customers, make them feel welcomed, and allow them to behave as they wish. I believe if I choose to care, respect them as individuals, and remember I am their to give my time because it is my job, I would be able to control my rage. Constantly keeping myself in check with each customer would produce a better out come for every situation.
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