Grab Your Popcorn
Have you ever been involved in a stressful situation where you can't be objective?
Maybe you're feeling accused or insulted. Maybe someone is acting like a complete jerk. Maybe a client is frustrated and taking it out on you.
We immediately jump to Judgement. Defensiveness. Panic.
I would invite you to try this instead.
Take a step backward (one of my coaches actually told me to take a physical step backward).
Pretend that you are watching (or listening) to a scene in a movie. You and the other party are actors in the movie. How is the scene playing out?
Imagine that your client is pissed off and accusing you of messing up and you are reacting. You're getting frustrated and start to defend yourself. The situation gets heated and either you or the client storm off (or hang up). You're left exhausted and frustrated and could have possibly lost the client.
From your seat in the theatre you are watching this unfold. While it makes for some great drama, in real life it is drama that you don't really want.
Let's play the scene again:
Your client is pissed off and accusing you of messing up and instead of reacting you pause. You become curious instead of jumping right to judgement. You have empathy for your client.
You say, “Tell me more of what you are feeling”. “Let's find a way to come to a resolution”.
The client feels heard. They calm down and you work together to find a resolution. You save the day and everyone wins! You can move on with your day instead of it being ruined.
I know it is a far fetched way of looking at things, but when you take that step back and allow yourself to observe rather than react (like you are watching a movie) you are able to achieve a much more desirable outcome.
Remember, 99% of the time it's not a personal attack.
Have an amazing week you kick butt broker!
~ Renee
