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HAVE YOU EVER ASKED a question or made a request of someone and the response given seemed rather defensive and sort of arrogant? Is this because the person did not know the answer or how to respond and the reply was perhaps an unintended subconscious cover-up?
IT IS IMPORTANT that employees are taught during staff training that if they do not know the answer it is OK to say so and then work towards finding the correct answer. I believe this builds self-confidence, self-esteem, true character and helps employees avoid a defensive attitude.
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