EMBA的小眼睛

The angry teenager (your customer?, your boss?)

You’ve probably met one. You might have a boss who is one, or customers who act that way. Someone doesn’t have to be in high school to act like a teenager. (Teenagers are supposed to act like that, it's their job. When adults act like this, though, it can get really ugly.)

The angry teenager believes that rage is always justified. He rejects the rational approach, replacing it with hot flashes of belief instead. Facts matter little when they can so easily be replaced by emotion. The angry teenager doesn’t want to talk through an issue, he just wants to yell about it. He doesn’t care so much about solving a problem as he does bathing in it, embracing it and wallowing in self-pity (loudly).

Show an angry teenager a way to grow and he’ll head the other direction, cursing you for rejecting his anger. Ask an angry teenager to rationally explain his proposed solution and he’ll hate you for wanting practical steps. Laugh at the unreasonableness of his demands and he’ll get angrier still, because being laughed at is his greatest fear.

It’s really easy to find an angry mob, really easy to embrace the momentary power that comes from harnessing the fear and disillusionment and angst of the disenfranchised. The challenge is that the mob is impatient and impractical and afraid. It's not a scalable way to get things done.

We all have to deal with angry teenagers now and then. It’s not fun or even productive, but if you’re smart and patient, you can outlast them. Picking a fight isn’t a practical solution, of course, because they’re better at fighting than you are.

Whatever you do, though, don’t let an angry teenager be in charge.