Kathy Sierra is Smart

It's been a while since I've posted about Kathy and the blog she is a part of: Creating Passionate Users. The blog is mostly geared towards software development and making products that people are passionate about instead of just users of (i.e., the iPod).

Toady Kathy makes a great point:

Things I learned from my horse trainers #42: practice saying, "Hmmmm... how interesting." Say it when you're frustrated. Say it when you're mad. Most importantly, say it before you say or do anything else (including hit the "send" or "post" button).

It should be the first thing out of your mouth when things go wrong--or don't meet your expectations--because:

1) It inserts a pause and gives you a moment to think before you react.

2) It keeps you from taking things too personally

Think about it, this might be a way to deal with a difficult patron, or when you run up against library policy that you don't agree with but need to enforce.

Tags: libraries