Grumpy People Get the Details Right — Science of Us

Think back to the last time you had to navigate a customer-service situation. Perhaps you were trying to make a doctor’s appointment when few convenient times were available, or you may have been speaking with a credit-card rep in an effort to get a onetime waiver on a late payment charge. Maybe you were speaking with an airline representative in hopes of finagling priority seating. Did you adopt a warm tone and play nice? Or did you raise your voice and speak aggressively? You are a nice person, so you probably chose the kind route. The tough pill for most of us to swallow is that those overbearing screamers often get their way.¬†Feisty personalities, although unpleasant, can be tremendously effective.

via Grumpy People Get the Details Right — Science of Us.

I am vindicated!