Researchers in Ethiopia recently discovered a nearly complete 3.8-million-year-old skull which challenges established ideas about how the first humans evolved from ape-like ancestors. The current view that an ape named Lucy was one of the first humans may now have to be reconsidered in the light of this new discovery.
Although scientists may disagree about when, and where, the first humans evolved, there’s general agreement about how our ancestor’s behaviours still have a big influence over how modern humans think and behave and that the same survival instincts that helped our ancestors thrive are deeply ingrained in our psyche.
For instance, when meeting someone for the first time it’s well-known that we make an assessment of that person and the environment within the first few seconds; something our ancestors did to identify any possible dangers. The same instincts also affect our listening ability; we may not be fully concentrating on what someone is saying because our brain is constantly looking, and listening, for potential threats to our safety.
‘Fright & flight’ is a extension of this survival instinct. This helped protect our ancestors when in a dangerous situation; prompting either to defend themselves against physical attack or flee to safety. Although thankfully, it’s rare that we may have to defend ourselves against a physical threat, we may use the same behaviours when defending ourselves against a verbal attack either by a colleague or a customer. Either we will ‘bite-back’ and defend our position or we may find a way to quickly exit the situation.
CFA Training use these principles as part of our customer services skills training programmes and we teach people how to be aware of these behaviours and share practical tips on how they can minimise their impact on relationships with customers and colleagues.
CFA Training are experts in developing customer service, management and leadership skills. If you would like to know more about how we can help you, or your business, to be successful then please contact Neville Beardsmore for more information.