“Type A”

About five years into my career my boss made me attend customer service training.

At first I felt angry, since I considered my skills top notch and had been hired as such. Yet she ordered, so I attended.

If anyone has suffered the customer service industry - a rite of passage for many - you may recognize a common refrain about the horrors of dealing with "Type A" people. They go by many names, but the stereotype remains consistent:

- Impatient

- Self-important

- Loud

- Demanding

- Stares you down

- Always asks to speak to a manager

The "Type A" personality isn't to be confused with regularly angry people - regularly angry people may be all or some of the above, but they eventually will sputter out on their own or give in. A "Type A" never relents - and very often, they will only deal with another "Type A" (hence, management).

There are many survival tips for dealing with a "Type A", such as using short, to-the-point sentences, repeating key points, acknowledging concerns, and providing fast solutions. Our trainer reiterated this point - never under any circumstances say "no" or "can't", particularly to a "Type A" customer. Always provide options or alternatives. However, many people immediately roll over and wait for their own "Type A" hero to rescue them. I admit in my younger days I did the same, hitting the speed dial for my manager to arrive and repeat what I had said but with the "Type A" grumble.

Managers are people too, though, so expecting a hero to rescue you everytime is a rookie move as you advance your career. Hence my manager's insistency on brushing up on my skills.

Our trainer impersonated a "Type A" very well for our drills. She made steady, stern eye contact, spoke forcefully and abruptly, and waited with baited breath for us to show signs of weakness. Luckily (maybe) I had been raised by a "Type A", so I knew exactly the body language cues to avoid. I stood my ground, stated my case, and passed with flying colors.

Years passed, and that training still stuck in my memory. I recalled the descriptors, the roleplay, and all the telltale signs quite well. It flashed through my mind as I watched my own training newbie, wet behind the ears and inefficient as hell, and suddenly I snapped.

I grew impatient.

I decided my years of hard won experience were being wasted on this whelp.

They didn't listen well, so I spoke more loudly.

And I shortened my sentences to exactly what I wanted done.

Since they couldn't seem to listen I would stare them down to hold their attention.

And if they couldn't get something done, I would pass it along to my manager because I felt fed up with trying to maintain their career any further.

Gradually, I recognized a change in myself. That same beast I had so feared long ago was now me.

I had become a "Type A". I no longer had patience for bullshit, incompetence, sorry excuses, or lack of results. I wanted action. I knew how to get things done and people who did not help were now just in my way. I had no interest or time to devote to coddling young idiots; either they manned up or they left. Managers would even drive me insane, as our organizational efficiency ground to a frustrating halt and I began swearing out loud without fear for recrimination because no one could afford to fire me. I knew how to run a tight ship and gods help whoever couldn't get on board with my vision.

After a twelve hour day of this I suddenly decided it was time to quit my job.

While I now empathize and understand those so called "Type A" a bit better, I have no desire to live my life as one. Yes, it is incredibly tempting to feel all knowing / all poweful and kick everyone into line. Yes, it is incredibly more efficient to push through and get things done.

However, not everyone needs a "Type A" person managing them to death, ignoring their concerns, or treating them like fodder for the machine. In fact, many people probably could use a lot less of that. And a "Type A" person cannot run a company all alone. At some point you need others to rely on and give you a much needed break.

I traded my job in for another that offered me a better work/life balance and the chance to start fresh as a young, new recruit learning the ropes. I reset my hubris and began new.

......

It has been four years since then.

......

And this new person they hired to help me has started to make my jaw tick.