How to Keep Your Cool on a Difficult Call

Whether conversing with tech support, a challenging customer, or a frustrating friend, family member, or co-worker, difficult phone calls can get your blood boiling quickly. Phones leave a lot up to interpretation, plus, in some instances, there’s a level of anonymity that may cause you to react in a way you wouldn’t typically act. If you wonder how to keep your cool in such situations, these tips may just make all the difference.

Come Armed With Information

If you’re calling a help desk for a tech problem, make sure you have access to all the information you’re aware of before even dialing. Coming armed with information ensures you’re totally prepared, helping the other person on the call assist you effectively and efficiently.

Relieve Some of Your Stress Beforehand

If you are aware that a challenging call is coming up on your calendar, make sure you take the time to vent your frustrations elsewhere. This way, you relieve some of that pent-up aggression before the actual call. With that said, make sure your venting is kept professional in the workplace. If you need a true venting session, it’s best to direct that energy toward a neutral friend or family member.

Remember It Isn’t Personal

Difficult phone conversations often arise from external factors; they aren’t personal. Unfortunately, many of us tend to take negativity personally, even if it isn’t always intended that way. For this reason, make sure you are able to differentiate the two to keep your feelings in check.

Be Aware of Your Tipping Point

You know yourself better than anyone, and therefore you are the most aware of your tipping point when you’re no longer in control of your emotional reactions. Especially in a professional context, it’s important to keep your emotions in check. When you feel you’ve reached your tipping point, respectfully remove yourself from the situation to give yourself space and time to cool down.

Focus on Yourself

The bottom line is that you are only in control of yourself. Just because you are cool, calm, and collected doesn’t mean the person on the other end of the line will be. Be prepared for anything, and regardless of how the other individual reacts, make sure you follow the above tips.

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