Anaika was an established consultant in her field. She had more than 13 years of experience. Being an established consultant, she had an extensive client-facing role and over years she managed to impress her clients through subject matter expertise, humility and staying authentic.
Recently, Anaika was asked to support one of her colleagues, Rohit, for a client meeting. When Anaika finished her presentation, the client, Samara, started giving feedback in an unpleasant and angry tone.
Samara said – “Anaika, you did not understand my problem. You guys do not listen. You think you will give a solution and I will just accept that. You do not know what you are doing, you may be an expert in your field but you do not understand our context and problem statement”.
When there was a pause, Anaika politely stepped in to say that I apologize if there has been some miscommunication. Our understanding was that the agenda of today’s meeting was to present a solution that gives you an idea of our methodology, it is not a final solution and our intention through this presentation was to take your feedback, understand your context better and create a solution that is more aligned to your requirement.
Her colleague Rohit concurred with Anaika and said that this is the brief that was provided to us. Anaika was about to say her next line, when she was interrupted by Samara.
Samara said – “Stop interrupting me, this is what I am saying that you guys do not listen. I have worked with so many consultants, but, have never seen such know-it-all and arrogant consultants. Please do not take it personally but it is what it is”. (Gaslighting)
At this point, Anaika went quiet. Rohit could notice that Anaika is upset and took over the conversation.
Rohit stepped in to say that – “We hear you and apologise for any miscommunication that could have happened. We will arrange a detailed call with you to understand your context and the problem statement, post which we will share a solution that is more aligned to your expectation”. Samara complied and call ended.
Rohit informed his and Anaika’s boss about this meeting and mentioned that Anaika seemed upset. Boss called Anaika and said – “Rohit informed me about this meeting. I know you must be upset, but do not take what happens at work and clients personally, it is not about you, it is about the role that you in and is strictly business. Such things happening in client facing role and we need to swallow our pride to get business. It is shitty out to there; therefore, I am saying, please do not take it personally and move on”.
Anaika wondered; I take my work seriously, hence, I take things associated with it personally. I take it personally is the reason for my passion and commitment towards work. Isn’t it contradictory?
And it is this contradiction that needs to be discussed. Work is the place where we spend the majority of our waking hours — indeed, the bulk of our life — and yet we are not supposed to take it personally? We should accept the idea that the bulk of our life from twenty something to fifty something is somehow not personal?
Tune in to Episode 16 of Beyond Biases to know more. Log in to https://beyondbiases.in/ and listen to the podcast.