One of the best pieces of advice I've ever received was many years ago from my friend Mr Chaudrey, who runs the Mill Hill Tandoori. I used to go in after a long day and collect a takeaway, have a beer and have a chat with him. Back in the good old days, the restaurant had two shifts. The civilised customers, who went at around 7.30 and had dinner. The second sitting was the drunks at chucking out time, who were already drunk and wanted to eat curry and drink more beer. For want of a better way of putting it, not everything they said was polite, respectful or politically correct. I made a casual, throw away comment that I didn't know how he put up with such customers. He smiled and said "They have paid for my car and my house. If you want to succeed in life, be patient with people and do not be insulted unless people are trying to insult you". The restaurant was packed and the cash was rolling in. People were nearly always in good humour, and when they weren't, it wasn't because they were cross with the restaurant.
A couple of days after the conversation, I was at work and one particularly obnoxious manager, who I didn't work for, but had to deal with was extremely rude to me. He was a rude person generally, but this really went beyond the bounds of what is acceptible at work. The reason. I had the audacity to point out that the major problems we were having were down to his department and so he should address them. We were in a meeting when a volley of swearwords and obscenities were directed at me. My initial reaction was to bite. Then I thought of Mr Chaudreys words. Be patient with people. I realised that he was pushing for a reaction and patience and reason was the answer. So I simply replied "I understand that you are angry and frustrated, but if you are directing your anger at me, you clearly don't understand the issue, what is causing it or how to resolve it and I suggest you speak to your technical guys to get an explanation". At this he exploded again and said "Who do you think you are telling me how to do my job". I've deleted about five expletives. The rest of the meeting was in shock. The man was vicious bully and most of the people were cautious of him. I calmly responded "I am the person who understands what the issue is and why you need to fix it. You really can shout and swear all you like at me, but that is really not going to solve the issue, will it". With that, he stormed out with another stream of expletives. Several of his team were left and they were highly embarrassed. I then asked them if we could move on from that and resolve the problem.
One of them then piped up that they had identified the problem and that it was going to be fixed in the evening. My boss, who was also at the meeting and had said nothing, told me as we walked back "You do realise that you are now a marked man with him". I said "I don't think I am, he's a bully and bullies generally lack backbone when confronted". A week later we were in a follow up meeting. The bully and all of his staff were there. He didn't say a word. One of his technicians explained what the issue had been, how it had been solved and what had been done to ensure it didn't re-occur". During the whole meeting, the bully simply stared aggressively at me. When the technician had finished I simply said "Thanks guys, I really appreciate a full briefing".
That evening, our team, as was our want were in the local pub. The bully and some of his mates were also in the pub. He was slightly the worse for wear. When I went up to the bar, he approached me and muttered something. I genuinely couldn't understand what he said and I didn't know if it was an insult or a compliment. My guess was that it was an insult. I replied loudly "No problem at all mate, it's great that we work as a team and get things done. Your guys are spot on". Several people heard. He looked puzzled. I'd clearly not given the expected response. He said loudly "WHAT DO YOU THINK I JUST SAID TO YOU". I repled "I thought you said that it was great that we'd got the problem fixed, I ama bit deaf, but if that wasn't what you said tell me". He shook his head and walked off.
A couple of months later, the organisation had a restructure and he left. I didn't really think too much about it. I only ever worked with him when there were major problems and our departments had to exchange information. One of the big bosses informed me that the bully actually made a complaint about me. He said I had treated him disrespectfully in the meeting. HR had got involved and spoken to all involved privately. Not only did they conclude that I'd not done anything wrong, but that he'd been unprofessional and that this was not an isolated incident. His own team did not like to give him bad news as he would explode.
I worked there for about six more years after he departed. His replacement was the opposite. Nice, respectful and liked by his team. I don't know whether the conversation in the Tandoory affected my behaviour, but I learned to have a "work head". When people were losing their heads, getting agitated, being rude, etc, I would always try and keep my cool. I failed once, at 3am in the morning, when an inexperienced manager was incessantly asking stupid questions about a very difficult issue I was trying to resolve. The issue needed 100% concentration and there were time issues. I had to be done. In the end, I was rude to the manager and told them to go away and that I would update them when I was done, but if they continued to distract me, I would F@@K everything up.
I had been very friendly with them up until then. From that moment, our professional realtionship was broken, despite an apology when the issue was resolved. Again a complaint was made. They claimed I had told them to "F@@k off", which I hadn't. Fortunately there were several witnesses, who verified my account and explained the context. There were reasons, but I have always felt that I let myself down. I actually liked the manager a lot and I understood why they were in a state of panic. There is never an excuse, even if there are mitigating circumstances. I should have had more patience, I should have taken a very short time out and explained respectfully.
I believe that the secret of success is to be calm, rational and make judgements based on facts not emotions. As soon as you deviate from these principles, you lose and you fail. When I was in my teens and twenties, I'd make rash decisions in a state of anger, I'd then have to engage in convoluted mental gymnastics to try and justify the unjustifiable to myself. I learned that you can always convince yourself you are right, no matter how wrong you are. The trouble is that sooner or later, other people realise you are a D@ckH@ad.
Sadly I see far too many people who none of this seems to have occurred to. If you screw up admit it, own it, apologise and try and make amends. One of the things I have learned is if you have patience, stay calm and make rational judgements, you don't have to really think to hard about your decisions, as there is nothing to justify. The only thing I really struggle with is trying to understand is why people seek to reinvent their personal reality to forgive themselves their own sins. It is futile.















