While on the Phone
We've all been there. That uncomfortable phone call where the person to whom you are speaking is upset, angry, and letting it all out. You may or may not be the object of their scorn, but either way they are draining you of your energy and putting a damper on your good mood. You want to be kind and caring, but you also don't want to get sucked into their negativity. The following are a few tips to help you properly handle your next difficult conversation.
☎ Tap into your emotional intelligence (I'll delve further into emotional intelligence in a future post). Determine the emotional state of the person on the other line and pay attention to their tone of voice.
☎ DO NOT point out to the other person their emotional state. If after you've politely suggested that you both speak at another time but the other persons persists with keeping you on the line, say something like "I have a ton of things to do right now anyway so would you mind if we spoke another time? I apologize."
☎ Don't take what they are saying personally. They are emotionally charged and what they are saying says more about them than about you. Remain emotionally distant to protect yourself.
☎ Keep you emotions in check. You don't want to sink to their level. If you feel your own anger rising, suggest speaking at another time if you can't quell that anger.
☎ See if you can ascertain what is bothering the person with whom you are speaking and try to calm them down. If you can't mollify them and it seems the conversation will not be productive, you may politely tell the person on the other end of the line that perhaps this is not the best time to speak, and plan to speak at another time.
☎ Offer compassion. See if you can identify the root of the other person's problem and empathize with it.
☎ Finally, although good etiquette dictates that we consider others, this DOES NOT mean that we sacrifice our own well-being in the process.
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