People often ask if I ever worry about running out of story ideas for this blog. At first I was definitely concerned. However, the longer we do this, the more I seem to see so many things happen in daily life – both the good and the not-so-good – from which lessons can be learned.
For example, the following took place months ago while on the road speaking. I decided to visit a local health club since the hotel where I was staying didn’t have the equipment I needed. It was a very nice gym.
About ten minutes into the treadmill, an announcement came over the loudspeaker. The message had a somewhat – no, actually, it had a very – condescending tone. And the words weren’t much better:
“Members, please show common courtesy by not staying on the cardio machines for more than 30 minutes at a time when there are people waiting. It’s very rude to keep other members waiting.”
Now, it was obvious to my observing eyes and ears that this immediately rankled many of those in the gym; not the least of those being the ones presently working out on the cardio machines (except for me, of course, sensing an article idea for a future issue). 🙂
Let’s do a quick dissection:
#1 Did the club employee who made the announcement have a valid point? Sure, the 30 minute time limit is very practical and, according to others, well-accepted by all. And, if some people were not honoring that, it needed to be addressed. And, a public announcement would, in fact, be quite appropriate in this case as a good reminder.
#2 However, at the time of the announcement, the cardio machines were only at about 50 percent capacity, which made the members a bit curious regarding the timing. Judging by the sarcastic laughter and shaking of heads, a bit perturbed by such, as well.
#3 Both the tone and the wording of the announcement were very negative and insulting, as though being addressed were a bunch of irresponsible children; not paying members who support the operation of the facility with their consumer dollars (and had choices of other health clubs which they could patronize).
So, how could the announcement have been more effectively worded and delivered?
We’ll look at that next.
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It’s ALWAYS about attitude, isn’t it? When wecome from an inner place of respect and love for others, the right words come too. (Of course, that presupposes we’re coming from respect and love for ourselves!)
Very good post, Bob! Yes, I can totally see that scenario playing out. In my opinion, it is not what you say, but how you say it. I also agree that timing is important and the announcement would have been more effective if people waiting to use the machines. Maybe, the club could post a sign or note by the cardio machines stating the 30 minute policy. This way, there will not be a need to interrupt clients while they are exercising. Glad to see that you are working out and staying in shape : )
Thank you, Chi Chi. Yes, how you say it is extremely important, as well as the actual words you say. Tomorrow, we’ll look at how both could have been done a bit differently. I think that a verbal announcement need not be discouraging but can actually be edifying and encouraging, as well. And, yes, I think a sign or note would also work…and even that needs to be done with the right words and attitude. :-). I’ll look forward to seeing your response to tomorrow’s suggestion. 😉
Ah, good point, Bob. I like how you used those key words, “edifying and encouraging”. Good to keep in mind as I relate with colleagues/clients. Ok, totally looking forward to tomorrow’s post : ) Keep up the sensational work!
Hi Heather, I love what you wrote. And, yes, attitude is so vitally important. And, I think that the correct words can also be learned and one’s ability to communicate them enhanced. I definitely understand your point and agree, as well as respect and appreciate it! (And you!)
“Words matter”….another great reminder Bob!
Rich, thank you!
I can just picture people listening to that message, looking at the empty machines and shaking their heads. That’s like the people who work at a Canadian coffee chain who shout “Next!” to people waiting in line for their morning fix.
Not only is it the words that are chosen but the tone with which they are delivered
Great post as always, Bob.
Kelley, I can just picture it. Bureaucratic thinking (or, non-thinking) comes in all forms and in all countries, doesn’t it? 🙂 Thank you for your kind words about the post. I enjoyed yours this morning, as well.
Hello to all of our prized club members. Today does not appear to be an issue, as we are not crowded on the cardio machines, but please remember to be courteous to your co-members, by respecting the thirty minute time limit. Have a wonderful workout and bravo to you for showing up today. May the force be with you. 🙂
How would you have said it Bob?
I wasn’t there, but was it a pre-recorded message? The club I was going to had signs around to similar effect and with the “warehouse” atmosphere the PA would have been likely ignored.
BTW, to me it isn’t what you say it’s how it’s said that’s important!
Hi Mike, no, it wasn’t a pre-recorded message. Even if it were, it was still ineffectively (and counter-productively) communicated. And, I certainly agree with you that “how” one say something is very important. I believe the correct words are, as well. In other words, it’s (in my opinion) not an either/or but and “and.” Thank you for sharing with us.
In the upcoming post, I’ll be providing the exact language I would suggest using…but you are right on the mark. In fact, I believe you said it much better than I did, which doesn’t surprise me! 🙂