What would happen if someone brought a giant snake into your living room? Other than the obvious question that would arise, "what is that guy doing in My house with a giant snake"? I am not a fan of snakes or any reptile for that matter. I wouldn't sprint from the room screaming, but I am not going to pet the snake either. I know some people would make an exit through the wall, others would rush to touch and hold the snake. The point is, we all have different reactions to things.

It is not the snakes' fault that a man just ran through the drywall, two studs, and the vinyl siding while screaming like a three-year-old girl who just lost her Barbie. The snake is also not responsible for the person that wants to wear him like a boa (o.k., now I get it.). All the snake did was show up in your living room with some guy. So, what is the point? The point is that it is not what happens to us, it is the way we react that matters!

We have all had days where a co-worker says, What a day, I'm glad it's almost over. At the same time, we are thinking, This wasn't such a bad day, I found it rather pleasant. If you work side by side with someone it seems this should be impossible, but it's not. The way we perceive something may not be the same as the way others view the same event. We are all different and have had different experiences. Even siblings can have widely varying reactions to the same stimulus. For example, one of my brothers would pet that snake, the other would still be running. Three Brothers, each with a different reaction.

What does that snake have to do with anything? Nothing really, it is just one of those things that seem to bring out a wide range of reactions. But it is important to realize that the snake could just as easily have been an irate customer, a happy customer, a down in the dumps supplier, an ecstatic employee, or a burst water pipe, etc.. Each of us may react differently to each of these circumstances. What does this tell us?

Once we know that our reactions are up to us, it is much easier to control them. An irate customer probably has a reason to be upset, even if we don't understand their reaction. If we can deal with the customer calmly it is much more likely that we will be able to diffuse the situation. If we react in the same fashion as the customer the problem will inevitably escalate.

You may have noticed that I mentioned a happy customer and an ecstatic employee along with the more negative examples. This is because a negative reaction to a positive development can create reactive circumstances, that may cause the same problems as a negative situation. In other words, if we act negatively to a positive event, or person, we may cause a negative situation that is on par with an irate customer.

The way we react or don't react to a given situation may be the difference between making a sale, keeping a customer happy or being eaten by a giant snake.