𝗧𝗶𝗽 𝟯: 𝗗𝗼𝗻’𝘁 𝘁𝗮𝗸𝗲 𝘁𝗵𝗶𝗻𝗴𝘀 𝗽𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗹𝘆*

𝗧𝗶𝗽 𝟯: 𝗗𝗼𝗻’𝘁 𝘁𝗮𝗸𝗲 𝘁𝗵𝗶𝗻𝗴𝘀 𝗽𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗹𝘆*
This one is a difficult one for a lot of people. 😐
Even for me.

As a listening volunteer for #Samaritans, we can sometimes be the target of angry callers, some of whom could be feeling suicidal.
Oftentimes, they are going through incredibly difficult times, and we’re the first people who’ve been open enough to let them vent.

Those who are emotionally mature will immediately apologise for losing composure, or for using inappropriate language. 🤬
And I can immediately feel my tension disappear. 🏖

There are some callers who have been so overwhelmed that they don’t know how to direct their feelings, and it’s those calls that we volunteers have to learn how to handle properly**.

To de-fuse our internal state, we have to remember
– our callers are dealing with a lot
– our callers are not singling us out to target their anger
– our callers may have no one else to vent
– And… most importantly, not to take things personally. 💚

When running Discoveries, #Salesforce partners and consultants have to remember that our clients, their stakeholders and end users, will be undergoing a change – from their current state of doing things, to a newer, better way of doing things using Salesforce.

Actually, whether it’s “better” or not is dependent on who’s talking.

As agents of change, we might be target for their ire. 🎯
There may be emotional outbursts (I’ve seen more than a few), where the hidden reasons usually lie at the feet of their organisation or in their personal life.

So, don’t take things personally.
It’s really hard to do, but it will get easier with practice.

Speaking for myself – I’ve found that the good ol’ counting down from 10 works for me.
How about you?

#OnThePeiroll
#AngerManagement
#ItsNotAboutYou

—
*This is part of the ‘How to be an Emotionally Intelligent  #SalesforceConsultants‘ series. Links to previous tips in comments below.
Stay tuned for more!

** We do not stand for calls that are misuse of our service, such as those of a racist, homophobic, sexual nature to name a few.

The next Consulting Discovery Masterclass course begins next Monday 8 May. Deets to sign up 👇🏻