Don’t own your uncomfortable encounters. When was the last time you dealt with an angry, frustrated or hostile customer? We’ve all been there. As much as we know it’s not our fault when someone starts yelling or saying inappropriate things, it is tough not to take it personally. “You can hear their words in your head – Why can’t YOU fix this? I am so fed up with YOU people! How can YOU people be so stupid? Every time this happens, the emotion it fosters distorts our thinking and, as a result, our decision-making. After all, who can think straight when the last customer chewed you out?
So, how do you compartmentalize this hostility and avoid taking it to heart? Just as important, how do you get the reps you supervise to do the same thing? Try these three ideas. First, alter your physical position. Research has demonstrated that changing your position will change your state of mind. So, get up and walk around your chair or stretch for a second. Second, develop and maintain a list of the nice people you talk to. Jot down a first name and brief description of what happened and keep that list close by. When that uncomfortable call ends, grab this list and start reading. It will reset your state of mind. Third, place a sign on your desk that simply reads, “I am not responsible for other people emotions.” Move it to a different spot everyday so it doesn’t blend into the background. Encourage your reps to do all these things as well. Don’t own your uncomfortable encounters with others.