As a manager, we have to put out a lot of fires both with our own employees and often with our customers. It can be very challenging especially if you are taking a call with a pretty upset and frustrated customer, or dealing with a sensitive issue where emotions are running pretty high. Here is a great tip that will help you remain completely calm, cool, and collective during these situations.
Before making that customer call or having that meeting that you know could go sideways in a hurry, grab your notepad and write the word “calm” somewhere on it. Underline the word. Circle it a few times. Stare at it and accept that this is exactly what you will do during the entire interaction- you will stay completely calm. When someone raises their voice or shows a high level of frustration at you, just keep looking down at your notepad and stare at the word “calm.” You are far more likely to not let the other person or the situation get the best of you by doing this. This method keeps you grounded and focused on what you promised you would do during the interaction, and that is staying calm.
Try picking different words for different situations that you might have to face. I would often write down, “relax,” or “feel bad for them and wish them the best,” or “be as kind as you possibly can,” or, “no matter what happens I will help this person.” I remember being on one customer call where the gentleman was so upset and repeating himself over and over again. I genuinely felt bad for the man. I looked down on my note pad and the words that I wrote out before the call read, “lots of love!” So I did just this. I not only apologized but I put my heart into apologizing and explaining what we would do to move forward. He was delighted with my response and we became good friends.
This technique truly works. Just remember to look down periodically at that keyword or phrase that you wrote. With a little practice, this technique becomes a lot of fun! You will be amazed at how you can stay in control of the situation, be relaxed, and not let it ruin your day.
-Enjoy!