We Can Choose

 Nothing saps your energy like negativity can!  Whether caused by outside influences or self-generated, negativity causes mental and physical stress.  As a customer service representative working in a call center, negativity and stress are sometimes unavoidable.  But, are we inadvertently adding to those feelings through our own response to them?  Are we “snowballing” our feelings?  When we build a snowman, we begin with a small, hand-packed snowball and then we roll it in more snow, picking up layers of the white stuff as we go; eventually, we have a huge ball.  Negativity can be layered like that; sticking one event or negative thought upon another until all you can “see” are the negative aspects of every situation.

Imagine leaving for work and discovering that you have a semi-flat tire.  Are you happy because it isn’t entirely flat?  Or unhappy because it means a stop for air on your way to work?  Positive feelings or negative feelings?

You arrive for work 15 minutes late, breathlessly explaining what happened.  Your boss isn’t happy but only gives you a warning.  Are you happy that it is not going on your record, or are you miffed because she wasn’t more sympathetic?  Positive or negative feelings?

Your first phone call of the day is an irate caller, furious because the office isn’t open yet and SHOULD have opened at 9:00!  Are you happy because you can handle it or are you angry because this day is going from bad to worse?  Positive or negative feelings?

You soothe the caller, take a message, and protect your customer’s reputation.  Do you feel good about yourself because you have handled the situation so well, or do you just add resentment to your emotional “snowball”?  

Throughout every single day, we make split-second decisions about how we are going to respond to life’s little issues.  In these examples there was no need for a tow truck, no need to purchase a new tire unexpectedly, you were only 15 minutes late, and there was no permanent blemish on your attendance record.

Callers are irate callers for all kinds of reasons; almost never is the caller upset with YOU, only a circumstance.  You can afford to be sympathetic.  Moreover, you can feel good about the wonderful way you respond to situations.  Even if no one hears how you controlled the call and turned it around – you’ll know; the caller will know; and you’d be surprised at how often your supervisors will know, too.  You did your job the right way; that’s positive!  (Had you been negative – everyone would know that, too!)


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