Re: I'm sorry you feel that way

I have been meaning to start this blog for a while now, but I previously was waiting for the time to make a nice proper blog with my internet skills, so I just wrote some posts and stashed them away. Turns out I have yet to have time to make a nice blog, but I do feel like digging out these old posts and seeing what I can make of them. Here's one.

This blog was inspired a lot by the work of Violent Acres. This particular post was written in response to this item of her work. For those of you a little too lazy to click, its a rant about how the words "I am sorry you feel that way" are a cover for people to feel good about themselves while still being assholes.

I'm going to disagree with her. I'm not going to say that phrase doesn't mean exactly what she says it does or that it isn't insulting or degrading.

However, it is still sometimes highly appropriate for the situation at hand.

Mentoring and teaching were my formal sources of employment from ages 16 to 19. The age gap between me and my students was often as small as six months. To compound this I look very young. Tomorrow I will be 22 but even today people still ask me from time to time what high school I am attending.

I never had problems earning and keeping the respect of my students. You may say this shouldn't be something to brag about as all humans naturally deserve respect but reality doesn't work that way. As it was, I worked hard to earn my student's respect (not friendship) and to keep my classes and teams organized and well-functioning. My success in this was a source of great pride.

I had tremendous problems earning the respect of these children's parents. This was not as much so for the parents of the poor high school children. These parents spoke broken English more often than not and frequently worked two jobs. They saw the extra-curricular semi-academic club I mentored as their daughter's opportunity to make something of herself.

No, it was the suburban, white, middle-class-who-lived-like-upper-class, SUV driving, soccer mom banshees who glare at you from behind movie-star sunglasses even while indoors with a cell phone surgically grafted to the palm of one hand who gave me trouble. I taught their precious darlings in an expensive semi-academic summer camp, which many parents of this type more closely equated to babysitting they did not have to feel guilty about constantly leaving their child in. It was academic wasn't it? Surely throwing money into what might be considered their child's future was an adequate replacement for an actual bond with their child, wasn't it? Besides, they had golf games to get to or a nail appointment. Junior could cope.

I took the job because I was poor, in college, and tuition is steep. I only worked there one summer.

I was easily the youngest councilor there. Worse than that, I still equated myself to being somewhat of a child, above my students, but deferring to the power of "actual adults." I called them "Mr." or "Mrs." while still permitting them to use my first name. When they complained I would apologize that I had caused their child unhappiness and ask for their input on how to improve the situation. These self-absorbed child-parents sensed this as a weakness and fell upon it in a manner which strongly reminded me of those wildlife documentaries where a lion chases and brings down the slowest gazelle in the pack.

They complained about some fairly ridiculous things. They called and said they didn't think their child should have to share class materials, couldn't I make one team of five and leave their child with their own kit instead of using the same resources to make two teams of three? They called and claimed that the reason their child wasn't doing well was because their child was bored by my lesson plans and had not signed up to learn what I was teaching. Couldn't the child just use class time and materials to explore their own interests? The winning line was a livid call to my boss, Big Mike, from one particularly proud mother who claimed "Pika doesn't understand the unique challenge and privilege she had teaching somebody as gifted my son."

It was evident their children heard these calls, quite possibly on speaker phone as they were made. The next morning they would talk back or act out for a few hours before the normal order could be reestablished. The other students might not have noticed but I found it stressful and frankly a waste of my time.

My boss had chosen long ago to set up his office in the corner of the room I used as my classroom. He had witnessed all of this, fielding the better part of these confrontations via the phone himself. One day I found myself in a conversation with him about how he handles confrontation with irrational customers. I do not remember how it started but I will probably never forget this line:

"I stopped saying sorry. I found this afforded me a great deal of power in these conversations."

I remember sitting there not totally convinced, and I not-so-subtly hinted as much. I'm incredibly lucky I had such nice bosses early in my career who pseudo-parented me or God knows where I would be.

He persisted, making it slowly quite evident that this was intended to be a lesson for me and that he did not have some bizarre desire to recount tales of his past to me arbitrarily. "When this happens to me, I apologize that the unfortunate situation has arisen, but when I apologize for my actions I am revealing what some people consider to be a weakness." He explained how certain people cling to these perceived weaknesses and how sometimes it was unwise to expose such an opportunity to people who were essentially complete assholes. He said it all much more subtly and much less condescendingly than that. Big Mike was a very gifted communicator. I know that compliment sounds like bullshit and the skill of communication has been ramshacked by talentless dolts who believe it an appropriate major to compliment their participation in college sports but this man was the real deal.

I listened politely to his wisdom and then promptly ignored him.

Another crop of students came and went with another crop of zealous parents.

Big Mike took pity on me and at this point just asked that I forward all storming parents directly to him. Not only did he dislike watching them skewer me but he also was finding it troublesome to derail the momentum of righteous indignation these people had built up by the time they got to him.

At some point during the batch after that I was caught by an unhappy parent in person in the hallway. She was a platinum blond piece of work. I have never been much into fashion but everything about the way she walked reeked of the fact that she had paid too much for her clothing and that she was proud of it. She had the obligatory cell phone and in one hand and she would from time to time pull her overly large oakley sunglasses down the bridge of her nose to glare at me over the top of them. It was during one of these brief moments of condescending eye contact that she paused to draw breath.

"I'm sorry" I interrupted.

The woman's eyes were lit up and I watched a thin line of a smile draw across her face. Creepy barely describes the situation. I felt like a deer in headlights.

"...that you feel that way."

The smile stopped short and suddenly the woman did not seem nearly as tall anymore. As a matter of fact I felt like I could nearly watch her crumple up like a piece of paper. I had just demanded that she respect my authority instead of constantly deferring to hers. The glasses rapidly snapped up to obscure her eyes. She was talking again but instead of seeming intimidating she reminded me more of a small dog that barks too loudly. The reality was that she probably had not changed much at all, but my mind perceived all these differences because, for the first time, I was in control of this conversation.

"Do you want...to speak to my manager?"

"I'll call him later. I'm too busy right now," she announced swinging her purse and flouncing down the hallway as the cell phone snapped back up to her ear.

Big Mike says she never did.