Staying Cool When Things Get Hot

My employees are frequently asking for advice on how to handle themselves in high pressure situations. This can be one of the most challenging things for people to learn over time, so I thought it would be fun to share some tips and things that I have learned over the years.

Mood Mirrors Mood: Have you ever had an experience calling into a Customer Service Department seeing red only to have the personal on the other end of the line so polite, nice, and genuinely interested in helping you that it makes it impossible to be so angry anymore? When the person at the other end of the line is upset, make it a point to stay calm, cool, collected, and let them know that you are GENUINELY interested in helping them solve their problems. Nobody wants to be mad, they just don't want to be in the situation they are in. Be their hero and show them how dedicated you are to solving their problem by staying professional, light, and allow them to share their feelings. Eventually they will come around; mood mirrors mood.

Even when its personal, its not really personal: Dealing with customers, significant others, friends, co-workers, etc can be challenging, especially when conversations get heated and personal attacks come out. What you have to remember is that even when they are personal, it isn't really personal. A natural response to being upset is placing blame or attacking another, and most times there is no basis for reality in statements we make when we are emotional. Remember not to take things personally.

Decorate Your Workspace: Do you have a favorite funny picture, comic, story, or joke? Do you appreciate cards or gifts from employees or co-workers? Put items at your desk that make you feel good, that make you laugh, or make you feel appreciated. During a tough call, or after an intense meeting take a minute to read your joke, look at a picture and remember how you felt when it was taken, or read through cards of appreciate you have received. Taking thirty seconds to remind yourself of the positive really makes a difference and will help make your next call or meeting far more successful than if you head in frustrated or upset.




My Desk, Full Of Thank You Cards and Fun Pictures

Clear Expectations: If you are in a role where you handle Customer Service Calls, put out fires for your co-workers or employees, have high pressure decisions, or happen to be around high stress people, set your expectations as such. If you expect every call, every contact, every second to be stress free or low pressure, you will be very disappointed! If you know that most of your calls are going to be people calling with questions or issues, acknowledge that, don't expect otherwise, and focus your attention on turning the call positive. You have control over what you expect.

Put Yourself in Their Shoes: Remember that everyone has a reason behind why they are acting the way they are acting, or saying what they are saying. Try putting yourself in their shoes, think about how you would feel if you are them, and respond accordingly. If you are dealing with a customer who is frantically calling you with an issue in the middle of rush hour, imagine how you would feel with fifteen people waiting in line, employees looking to you for guidance and a solution, a kitchen backing up, a kid home with the flu, and an anniversary you forgot about coming up tomorrow. People have a lot to deal with and unfortunately a lot of that stress gets released when they call in for support because it is the only safe avenue they have to vent. Instead of getting frustrated, be thankful you aren't them!

Other ways to keep cool would include the standard "take deep breaths," listen to music, complete a quick puzzle, grab a starbucks, call a friend or loved one, or take a walk outside and smell the roses....