He was truly a yoda.
Smelly brown stuff was flying around, and the customer was screaming blue murder and hurling really unprofessional words around like he was in a word hurling contest.
My Programme Manager was calm, and had narry a ruffled feather.
With a few quiet words, he was able to de-escalate the situation and slowly brought sense to the incensed customer.
Decades of experience had taught him how to master his emotions and many many hairy encounters have sharpened the skill further.
If no one’s dying, and you’re not in a medical emergency or war situation, there is no place for emotional outbursts.
Staying calm is a skill that every #Salesforce consultant needs to have.
There are times when people can be real jerks, especially when they haven’t had their coffee ☕ or donut 🍩 fix.
Could be your Project Manager.
Or team member.
Or even your customer.
When it feels like someone is making a personal attack, take a moment.
Or two.
Or three.
Breathe.
Ask some questions.
What’s the real problem here?
Is it me?
Is it something I’ve done?
Is she right to be such a class A jerk?
Did someone die?
Was what I did so monumentally bad that I deserve this tirade?
The are many questions you can ask.
Even if you don’t have the answer, just asking will provide the pause needed to stem the reflex lizard brain from responding.
That alone, is enough to defuse potential retort that may be inappropriate and unprofessional (I’ve had a few of those early in my career 🙄).
How do you handle these situations?
#OnThePeiroll
#Leadership
#EmotionalMastery
