Four Reasons Why People Get Frustrated: Airport Edition | From the Ombuds

Recently caught up in a flight cancellation vortex, I had some first-hand experience in why people get frustrated, which made me think of ways we can help them not: We’ve all seen clips of adults melting down in public—screaming, shouting profanities, and otherwise acting disgracefully. If we’re honest, there’s a healthy serving of smug superiority …

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Why We Are in Conflict, Reason 3: Unmet Expectations | From the Ombuds

I’ve got a new column posted on From the Ombuds about one of the most common reasons people find themselves in conflict: Almost a month ago (how time flies!), a speaker at the International Ombuds Association annual conference said something that stuck with me: conflict is driven by unmet expectations. I had never considered it …

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