From the course: Building Emotional Intelligence for Service Workers
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Stay composed when things get heated
From the course: Building Emotional Intelligence for Service Workers
Stay composed when things get heated
You know that feeling when a customer starts getting loud or a teammate pushes your last nerve? They say something so rude it makes your blood boil, your jaw tightens, pulse spikes, and you're ready to snap back. That's when staying composed really counts. Because once you react emotionally, the situation often gets worse, not better. A reaction is quick and emotional. A response is thoughtful, controlled, and intentional. So what can you do in the moment to respond, not react? Start with a pause and a breath. Even just a few seconds of deep breathing can help slow down your system. When you instantly just respond to things, you're not actually taking a minute to actually think about how you're going to respond and service the customer with the best service that you can possibly provide them. Sometimes, I have to reflect and put myself into the moment. I'll focus on my surroundings. So what do I see? What do I hear? What do I feel? And that puts myself in the present moment as well…
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