Difficult calls are to be expected when answering the phone for any business. This type
of call can lead to an increase in stress and anxiety. Do you ever wonder how you can relieve that
anxious feeling you have about a call? Whether you are anticipating a difficult call or you
happen to get surprised by a difficult call, there are a few things you can do to prepare yourself to
tackle the call in a professional manner.
Every time you answer the phone or make a call, there is a chance you can get a
challenging caller. There are some calls that you know are going to be challenging due to the
nature of the call. This could include you making a call to a client who has a history of being
hard to work with or a call regarding a difficult situation. When you are anticipating a difficult
call, you can use a few techniques to help you mentally and physically prepare yourself.
Controlled breathing might sound funny but it is a good way to relax the body and mind. Taking
a deep breath in through your nose for four seconds, holding the breath for seven seconds, and
exhaling through your mouth for eight seconds can release the tension you are dealing with.
Repeat this up to four times and really try to relax and even close your eyes for this if you can.
We have all had those stressful moments that make your entire body feel tense. Moving your
body can help you reduce this feeling. A few good ways to do this in an office setting would be
taking a five minute walk around the office, gently stretching your body, or even eating some
chocolate! A small piece of dark chocolate has the power to reduce the levels of cortisol in your
body. Cortisol is your stress hormone you want to get control of before taking a difficult call. So
grab yourself some chocolate, take a deep breath, and concur that call!
Unfortunately, you don’t always know you are going to be dealing with a difficult call
when you pick up the phone or dial that number. In these situations, you need to use quick fixes
to manage your anxiety in the moment and still be able to handle the call calmly and
professionally. There are a few techniques that can help you in this short notice. Grounding
yourself by pressing your feet onto the floor can be a way to feel more present. You can ground
one foot at a time or do both feet simultaneously. Focus on the way your feet feel and you will be
able to reduce the tension in the rest of your body. This is similar to yoga when the instructor
asks that you focus on the different body parts you are using in a particular exercise and how
they feel. You want to be present in the moment while you are on the phone with the caller and
using this technique can help you stay grounded rather than mentally checking out of the
situation. Another helpful tip is to smile even when you don’t feel like it. When you smile, it
makes your tone of voice reflect a cheerful tone even if you aren’t happy about the situation you
are currently in. This will make the caller feel more appreciated and taken care of. You know
what they say, “kill them with kindness.” Always give every caller the attention and answers
they deserve, even if they aren’t kind. Just because the person on the phone is being difficult, that
doesn’t mean they deserve different care than any other caller. Grounding and smiling can be just
what you need to handle that unexpected difficult call.
Answering a phone call can be daunting sometimes. You never know how someone is
going to respond on the other side of that call. Use the helpful tips above to handle difficult
callers and get a big thumbs up from your boss. And hey, here’s your excuse to eat some
chocolate. Who doesn’t like chocolate?
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