Relationships


A prison in Miami, USA had the highest levels of conflict, drug abuse and break-out rates amongst all prisons in the US. In came a new governor, who sent all the managers and staff of the prison on a three-day, customer service training course. When they returned he told them, “Now go back in there and treat the prisoners as if they were your customers.” Two years later the prison had the lowest levels of conflict, drug abuse and break-out rates in the US. Reason? One word. Respect. Instead of seeing the prisoners as low life trash (waste), they saw them as human beings with their original but suppressed dignity, and therefore worthy of their respect. It transformed (changed) the culture of the institution

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