No matter what the industry, there are always a select few individuals who always seem naturally confident and poised under pressure. But the ability to remain poised is just another skill that can be developed and be developed by anyone.
In a recent Inc.com article, Jeff Haden described some simple steps to follow in order to always exude that air of confidence. When you panic, he said, it is not from a lack of bravery or courage, it is from being in an uncomfortable situation and not knowing what to do. That's why the key to maintaining poise in every situation is gaining the right kind of experience, which will build confidence.
"Bravery is the result of knowing what to do and how to do it when things go wrong," Haden said. "Thinking clearly and staying at the top of your game is easy when you've actually practiced for the worst."
Included in Haden's steps towards remaining poised under pressure is practicing the "What if?" For example, if an individual has a presentation, it would be beneficial to prepare for everything from the computer freezing to being asked questions they don't have an answer for. Overall, visualization is key – athletes visualize themselves winning, so employees can visualize themselves succeeding.
If a close call happens, whether or not the client realizes something almost went wrong is not important. Close calls should be considered gifts, because they allow painless learning. For the most part though, repetition can be applied in any situation. By taking a systematic approach to developing skills and gaining confidence, everyone can benefit – company and consumer alike.
An answering service has no need to be reminded of any of this. No training is required to ensure that these professionals are graceful under pressure and will treat each customer with courtesy and respect.