Hostility is often created through the feeling of fear. We all see evidence of this in our days. When someone is quite clearly "closed" to being questioned. An out of context response. Being ignored. An emotional outburst. A flippant, curt, barbed response. A stare, crossed arms, wide stance. Determined awkwardness.
In business, this is a silent killer. If your business runs "in fear" or you instil the feeling of fear in your customers, either way, not good.
The hard part is actually recognising that how you behave really does affect others. People and therefore organisations rarely recognise when this is happening.
As I say in my ebook "Reflections of a driving instructor", this often comes down to the developing of mutually beneficial relationships. Organisations that operate in a culture of arrogance have lost sight of the 'mutually beneficial'. And cultures develop within departments of organisations which is why as a consumer you can experience wildly differing interactions within the same organisation. And they also develop within sectors eg banking, telecoms, education.
Are you inadvertently creating a feeling of fear among your customers, peers, suppliers, franchisees? Would you even be able to realise it if you are?
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