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  • Truth Be Told 2018-12-23 19:14

    J.E.Overington: Thanks for sharing your Chinese step-by-step thoughts through conflict management in front of media. I'm western, trained in logic, and I have media f ...
    Thanks for the comment.

    The story is about a fictitious incident, and it is not even set in China.  

    Actually I meant to write a story that could illustrate people's tendency to veil their true feelings on camera (or by extension, in public places) in social interactions, based on their calculation of gains and losses.

    Anyway, since I have put it out for everybody to read, I expect readers to interpret the messages in various ways, as it's par for the course according to research in social cognition psychology.

    By the way, I have to clarify that my experiences with drugstores in China are actually the polar opposite of what is depicted in the story, the dispensers are mostly nice ladies, friendly, obliging, sometimes even overzealous in helping you.  

  • Truth Be Told 2018-12-23 08:04

    Thanks for sharing your Chinese step-by-step thoughts through conflict management in front of media. I'm western, trained in logic, and I have media facing experience silencing scandals. I'll share my thoughts step-by-step,

    First, I would praise all I could, as you did, but I would omit praise of the staff. We like to create wiggle-room so we don't feel cornered into anything in the future.

    Second, if the cut on your finger is severe enough to need stitches, not just a swipe of H2O2, then the staff's unprofessionalism could be a health hazard, and that can be brought quietly and anonymously to her supervisor without asking for her to be fired. Again, we like room for maneuverability, so I would report only potential health hazards without comment on her ability to get along with people.

    Third, she gave you terrible customer service, and among foreign-dominated conversations in China, customer service is widely commented on as a "missing phenomenon". I tend to disagree with the ways foreigners talk when alone together in China: if they don't like it they can go. But I listen because sometimes I meet a caring person who is struggling to solve a challenge. Due to that situation, I've been wondering how to teach customer service skills to Chinese who do not seek the skills, do not know foreigners wish the Chinese would develop their skills... so that sort of thing, shown here, I air a little in public to listen to Chinese responses gradually. I'm a slow developer and customer service lessons from westerners for Chinese is going to be a big win someday, but years after the topic cools down.

    In the west, because you received no customer service, you could easily say so without the issues you iterated in your blog. We expect customer service training to be part of the norm, and a way to say it without causing all the upsets you apprehended, is to say the worker could benefit from some customer service training you guess the city is in the process of providing. That lets all involved save face while clearing the air.

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