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THE STORY
It happened at a New York Airport. This is hilarious. I wish I had the guts of this girl. An award should go to the United Airlines gate agent in New York for being smart and funny, while making her point, when confronted with a passenger who probably deserved to fly as cargo. For all of you out there who have had to deal with an irate customer, this one is for you.
A crowded United Airlines flight was canceled. A single agent was re-booking a long line of inconvenienced travelers.
Suddenly, an angry passenger pushed his way to the desk. He slapped his ticket on the counter and said, “I HAVE to be on this flight and it has to be FIRST CLASS.”
The agent replied, “I’m sorry, sir. I’ll be happy to try to help you, but I’ve got to help these folks first;  and them I’m sure we’ll be able to work something out.”
The passenger was unimpressed. He asked loudly, so that the passengers behind him could hear, “DO YOU HAVE ANY IDEA WHO I AM?”
Without hesitating, the agent smiled and grabbed her public address microphone. “May I have your attention, please?”, she began, her voice heard clearly throughout the terminal. “We have a passenger here at Gate 14 WHO DOES NOT KNOW WHO HE IS. If anyone can help him with his identity, please come to Gate 14”.
With the folks behind him in line laughing hysterically, the man glared at the United Airlines agent, gritted his teeth, and said, “F*** You!”
Without flinching, she smiled and said, “I’m sorry sir, you’ll have to get in line for that, too.”
Life isn’t about how to survive the storm, but how to dance in the rain.
THE REFRAME:
Reframing is another way of looking at things. The concept of cognitive reframing consists of changing the way people see things and trying to find alternative ways of viewing ideas, events, situations, or a variety of other concepts. And interpreting language is one way. The air line agent was very quick in responding to this and also to reframe. This was something she did in a speedy way.
Comedians use reframing a lot and reframing usually has a humorous effect. In this case the effect on the customer was the opposite and therefore reframing can have different effects and can be found with or without so called “rapport”, or having a click with someone.
Reframing has a huge effect on the subconscious mind. It breaks thinking and especially in cases of problem thinking or limiting beliefs.
Well, a problem is never a problem actually. It is a state in which you approach a context right?!
And a limiting belief is only limiting when you see it as limiting right, just like there is always another direction for the things you don’t want. It is usually the things you want.


As a coach I invite my clients to expand the workspace. Many limitations are self imposed. We are prisoners of our own minds. We wake up each morning and act out a story we have written about who we are and the role we play in our family, community, and organisation. We have a personal narrative about what is possible for us, what can be done and what cannot, and then we live our lives within that script, re-creating and solidifying the store each day. Through the intense and candid dialogue of a coaching relationship, we are able to learn about how we have been crafting these scripts and begin to see where we have placed arbitrary boundaries around ourselves.

One of the greatest values that coaching has to offer is that it demands action. Coaching beings with a conversation, but the real work starts when the Talent (coachee)  goes back to his  life and being to behave differently. Through this process, he learns that previous limitations no longer exits and in fact, they never did. He expands the range in which he can act, and in so doing, increases his “response-ability.”
Renato Moreira

About the Author Renato Moreira - Executive Coach

International experience in organisational and leadership development, consultant for business leaders to build and implement a comprehensive global approach to excellence, personal development, moderator for meetings, facilitator, motivational, cultural change management, NLP trainer and Executive Coach; Drive accountability and sustainability of development with a focus on creating a strong development culture.

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