The Psychology of Reaction: Uncovering the Factors Behind Human Actions (part I)
This morning, a customer approached me, visibly upset. Her product—still under warranty—wasn’t working as expected, and she seemed ready for a confrontation. I stayed calm, inspected the item carefully, and found that the damage was quite severe—likely beyond what the warranty would cover. As I explained the situation and acknowledged her frustration, I could feel my own emotions start to shake. I raised my voice slightly—not out of anger, but to hold the space, to signal that I needed her to calm down so I could explain the process clearly. Both she and her husband seemed impatient and, at times, disrespectful. But I reminded myself to stay grounded. Then something shifted. The moment she felt heard and supported, her tone softened. The tension began to melt away. And in that quiet pause, I was reminded: People don’t just react to what happens. They react to what it means to them. Taking advantage of that moment of clarity, I paused and asked myself: Why does our body react...