Tag Archives: Escalation

Miscommunication’s Collateral Damage

October 4, 2022 Tom Vander Well Leave a comment

In the course of time, the king of the Ammonites died, and his son Hanun succeeded him as king. David thought, “I will show kindness to Hanun son of Nahash, just as his father showed kindness to me.” So David sent a delegation to express his sympathy to Hanun concerning his father.

When David’s men came to the land of the Ammonites, the Ammonite commanders said to Hanun their lord, “Do you think David is honoring your father by sending envoys to you to express sympathy? Hasn’t David sent them to you only to explore the city and spy it out and overthrow it?” So Hanun seized David’s envoys, shaved off half of each man’s beard, cut off their garments at the buttocks, and sent them away.
2 Samuel 10:1-4 (NIV)

This past week I was witness to an unexpected public confrontation. An intoxicated friend publicly confronted another friend regarding a particular past incident. The former was blind-sided and blamed the latter for something after it had been poorly communicated via a third party and created a projected misunderstanding of intent and consequence. It was messy and awkward and completely unnecessary.

For almost thirty years of my career, I’ve been assessing customer expectations, experiences, and satisfaction. Having analyzed literally tens of thousands of interactions between customers and companies, I can tell you that almost every escalated customer situation begins with miscommunication or a misunderstanding of intentions. I’ve observed that the same is true for most human conflicts.

I’m spending this week on-site with a client, mentoring a group of relatively inexperienced managers. As I shadow them and observe them interacting with and coaching their team members, I am reminded of how critical intention, tone, and clarity are to the power and reception of communication.

So it was for the Ammonites in today’s chapter. David sent his envoys with the purest of intentions, but his intentions were misunderstood and the resulting escalation and conflict claimed the lives of over 40,000 soldiers.

In the quiet this morning, I’m reminded of the sage of Proverbs who wrote “when words are many, sin is not absent.” No wonder Jesus told His disciples to speak clearly and directly with a simple “yes” or “no.” Miscommunication of both words and intent can carry a high price in collateral damage relationally, spiritually, and sometimes even physically. When it comes to those types of price tags, I prefer to be a cheapskate.

A Note to Readers
I’m taking a blogging sabbatical and will be re-publishing my chapter-a-day thoughts on David’s continued story in 2 Samuel while I’m take a little time off in order to focus on a few other priorities. Thanks for reading.
Today’s post was originally published in May 2014.

If you know anyone who might be encouraged by today’s post, please share.

Featured image on today’s post created with Wonder A.I.

Chapter-a-Day

Answering Accusation (or Not)

December 12, 2018 Tom Vander Well 2 Comments

The very fact that you have lawsuits among you means you have been completely defeated already. Why not rather be wronged? Why not rather be cheated?
1 Corinthians 6:7 (NIV)

When the first phone call came from a co-worker, I was taken completely by surprise. My head was still spinning when the phone rang again. This second call came from my closest friend.

“Dude,” he said immediately when I picked up, “I’ve got your back.”

That was the beginning of a particularly dark stretch of my life journey. Accusations had been broadcast among family, friends, and colleagues. Things were about to get really ugly, and I was faced with many decisions of how to respond.

Almost immediately I received, unexpectedly, some wise counsel from a person who’d traversed a similar stretch of rocky terrain earlier in their own life journey. I will never forget that bit of advice. Let me paraphrase: “Don’t fight back,” said the sage. “Make like a turtle. Pull into your shell at need and let the words, insults, accusations, and suspicions bounce off your shell. Just be true to yourself, and keep pressing on one step at a time. Make like a turtle. Slow and steady wins the race.”

In today’s chapter Paul, in his letter to the followers of Jesus in Corinth, is addressing similar sticky situations. Accusations are flying among the small group of believers. People are pointing fingers. Sides are being taken. Private arguments are turning into public lawsuits. In all the hubbub, the local gathering is suffering a black-eye.

Paul asks the believers an interesting question: “Might it be better for everyone to just allow yourself to be wronged?” In a nutshell (or, more aptly, a tortoise shell), Paul is echoing the sage advice I received many years ago. Don’t escalate an already bad situation by publicly answering insult for insult, accusation for accusation. Rather, do as Jesus proposed:

“Here’s another old saying that deserves a second look: ‘Eye for eye, tooth for tooth.’ Is that going to get us anywhere? Here’s what I propose: ‘Don’t hit back at all.’ If someone strikes you, stand there and take it. If someone drags you into court and sues for the shirt off your back, giftwrap your best coat and make a present of it. And if someone takes unfair advantage of you, use the occasion to practice the servant life. No more tit-for-tat stuff. Live generously.” Matthew 5:38-42 (MSG)

It’s not easy. Step-by-step, day-by-day I simply endeavored to be true to myself and to be a follower of Jesus to the best of my ability. Slow and steady I pressed forward letting the public suspicions, accusations, and tossed rocks bounce off the shell. “Don’t answer,” I had to keep telling myself as I protectively pulled inward. “Keep moving.”

In the quiet this morning I’m privately enjoying a tremendous compliment I recently received from an individual who, during those dark days, wouldn’t speak to me or give me the time of day, as the saying goes.

Slow and steady wins the race.

(Note to my regular readers: I expect my posts to be a bit erratic through the holidays. our kids and one-year-old grandson are visiting from the UK until New Year’s. Grandpa’s daily schedule might be appropriately messed up on a regular basis.)

Chapter-a-Day

Responding (Not Reacting) When the Answer is “No”

June 27, 2014 Tom Vander Well 1 Comment

“And now, Lord, let the promise you have made concerning your servant and his house be established forever. Do as you promised.” 1 Chronicles 17:23 (NIV)

When I was coming into my teen years, I remember observing exchanges between my peers and their parents. My friend would ask for permission to go here or there to do this or that. The parent would say “no.” My friend would blow up and start arguing. The parent would dig his or her heels in and the argument would escalate. In the end, my friend would never have won the argument, the parent would be even more pissed off and distrustful of their child than they were before, and nothing of any positive value resulted from the argument.

Mulling this over in my mind for a while, I made a decision not to argue with my parents. If they said “no,” when I asked for something I would not argue, complain, roll my eyes, throw a tantrum, or indicate that I was angry in any way. I would simply respond “okay,” and walk away. It was a conscious choice not to react to my natural emotions but to willfully respond in a predetermined way. Sometimes I would walk to my room, shut the door and vent my frustration in private, but I vowed not to let my parents see me rattled. I’m sure I didn’t have a perfect record with my willful compliance, but I did pretty well.

I remember the first couple of times I did this I could see my mother brace for an argument and the surprise when I simply said “okay.” I could imagine her confusion and wonder, thinking “Wow, what’s up with him?” as I walked away. In the end, I think my strategy had a positive effect in a handful of ways. Things were more harmonious at home without the arguments. Because there was less escalation of arguments there was less of the regular punishments that came from yelling or being defiant with my parents. While I can’t quantify it, I also think my parents became more likely to say “yes” when I asked permission because of the way I handled their “no.”

I thought about that this morning as I read of David asking God to let him build a permanent temple in Jerusalem to replace the tent (or tabernacle) that the nation had used for centuries since the time of their wandering under Moses. David’s response was “Okay.” He didn’t throw a fit. He didn’t get angry. He didn’t rebel. He praised God, he thanked God for blessing him in so many ways, and he went along with the plan.

Today, I’m thinking about my own attitude and response to God when things don’t go my way. I think that perhaps I sometimes act as if I have forgotten the lesson I learned in my youth. I wonder if I’m a more petulant child with my Heavenly Father as an adult than I was with my earthly parents as a child.